Avaya IP Office™ Platform Feature Description

Avaya IP Office™ Platform FeatureDescription

Release 11.1 FP2Issue 15

November 2021

© 2020-2021, Avaya Inc.All Rights Reserved.

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Contents

Part 1: Introduction........................................................................................................... 10Chapter 1: Introduction.................................................................................................... 11

Purpose.......................................................................................................................... 11Chapter 2: Avaya IP Office™ Platform overview............................................................ 12

IP Office editions............................................................................................................. 12Chapter 3: What new........................................................................................................ 14

What was new in IP Office R11.1...................................................................................... 14What was new in IP Office R11.1 Service Pack 1............................................................... 15What's new in IP Office R11.1 Feature Pack 1................................................................... 16What's new in IP Office R11.1 Feature Pack 2................................................................... 19

Part 2: Features.................................................................................................................. 23Chapter 4: Basic Call Handling........................................................................................ 24

Automatic Callback.......................................................................................................... 24Distinctive ringing............................................................................................................ 24Call screening................................................................................................................. 25Forwarding..................................................................................................................... 25

Coverage to Operator................................................................................................ 26Follow Me................................................................................................................. 26Forward Hunt Group.................................................................................................. 26Forward On Busy...................................................................................................... 27Forward On No Answer............................................................................................. 27Forward Unconditional............................................................................................... 27Unconditional Forward To Voicemail............................................................................ 27

Hold............................................................................................................................... 27Toggle Calls.............................................................................................................. 28Hold Call Waiting....................................................................................................... 28Park......................................................................................................................... 28

Personalized ringing........................................................................................................ 29Tones............................................................................................................................. 29Transfer.......................................................................................................................... 29Ring tone on transfer....................................................................................................... 30

Chapter 5: Advanced Call Handling................................................................................ 31Absence text................................................................................................................... 31Call recording.................................................................................................................. 32Call tagging..................................................................................................................... 33Call waiting..................................................................................................................... 33Coaching intrusion........................................................................................................... 33Conferencing.................................................................................................................. 34

November 2021 Avaya IP Office™ Platform Feature Description 5Comments on this document? [email protected]

mailto:[email protected]?subject=Avaya IP Office™‎ Platform Feature Description

Conference Join.............................................................................................................. 35Dial On Pickup................................................................................................................ 36Delayed Dial On Pickup................................................................................................... 36Do Not Disturb................................................................................................................ 36Emergency 911 call......................................................................................................... 37Hunt Group Enable/Disable.............................................................................................. 37Inclusion......................................................................................................................... 37Off Hook Station.............................................................................................................. 37Pickup............................................................................................................................ 38User Privacy................................................................................................................... 38Reclaim Call................................................................................................................... 39Relay On/Off/Pulse.......................................................................................................... 39Restrict Network Interconnect........................................................................................... 39

Chapter 6: Call administration features.......................................................................... 40Coverage to Operator...................................................................................................... 40Dial Emergency............................................................................................................... 40Dial plan......................................................................................................................... 41Direct Inward Dialing........................................................................................................ 41Maximum call length........................................................................................................ 41Paging............................................................................................................................ 42Transferable dial out privilege........................................................................................... 42

Chapter 7: Contact center features................................................................................. 43Account codes................................................................................................................ 43Acquire Call.................................................................................................................... 44Hold music...................................................................................................................... 44Agent login..................................................................................................................... 45Monitor calls................................................................................................................... 45

Chapter 8: Outbound calling............................................................................................ 46Authorization codes......................................................................................................... 46Call barring..................................................................................................................... 46Idle line preference.......................................................................................................... 47Override call barring........................................................................................................ 47Private Call..................................................................................................................... 47

Chapter 9: Inbound calling............................................................................................... 48Incoming call routing........................................................................................................ 48Time profiles................................................................................................................... 49

Chapter 10: Hunt groups.................................................................................................. 50Announcements.............................................................................................................. 50Assign Call On Agent Answer........................................................................................... 51Night Service and Out of Service modes........................................................................... 51Overflow groups.............................................................................................................. 51Queuing......................................................................................................................... 52Queue threshold alert...................................................................................................... 52

Contents



Voicemail operation......................................................................................................... 52Chapter 11: IP Telephony features.................................................................................. 53

Auto-create extensions.................................................................................................... 53Avaya cloud authorization................................................................................................ 53Direct media path............................................................................................................ 54Early media and PRACK support...................................................................................... 54Fast start........................................................................................................................ 54Fax transport................................................................................................................... 55Inbound call directory name display.................................................................................. 55Out of band DTMF........................................................................................................... 56PAI and privacy headers.................................................................................................. 56Silence suppression........................................................................................................ 56SIP features.................................................................................................................... 57Voice compression.......................................................................................................... 60

Chapter 12: Branch telephony......................................................................................... 62Telephony services.......................................................................................................... 62Survivability for centralized users...................................................................................... 63Messaging...................................................................................................................... 65

Chapter 13: Messaging features...................................................................................... 66Messaging feature comparison......................................................................................... 66

Chapter 14: Mobility features........................................................................................... 71Hot Desking.................................................................................................................... 71Remote access features.................................................................................................. 72Remote hot desking......................................................................................................... 72Remote Worker............................................................................................................... 73Telecommuter mode........................................................................................................ 76Twinning......................................................................................................................... 76Fallback Twinning............................................................................................................ 77Simplified Mobile Access................................................................................................. 78VPN Phone..................................................................................................................... 78

Chapter 15: Network features.......................................................................................... 79Alternate Route Selection................................................................................................. 79Auto Connect.................................................................................................................. 80Callback......................................................................................................................... 80Firewall........................................................................................................................... 80Internet Access............................................................................................................... 81Network Numbering Schemes.......................................................................................... 82Service Quotas............................................................................................................... 82Time Profiles................................................................................................................... 82Multisite networking......................................................................................................... 83Networking services........................................................................................................ 85

Dial-Up Circuit Support.............................................................................................. 85DHCP Server............................................................................................................ 86

Contents



Domain Name Service (DNS) Proxy............................................................................ 86LAN/WAN Services................................................................................................... 86LAN to LAN Routing.................................................................................................. 87Integral 10/100 Mbit Layer 3 Ethernet Switch............................................................... 87Leased Line Support................................................................................................. 87Remote Access Server.............................................................................................. 88SSL/VPN Remote Access.......................................................................................... 88

Chapter 16: Phone features............................................................................................. 90Alerting/ring tone for covered calls.................................................................................... 90Call history...................................................................................................................... 90Caller ID......................................................................................................................... 91Centralized Personal Directory......................................................................................... 91Language....................................................................................................................... 92On Hook Dialing.............................................................................................................. 92Self-Administration.......................................................................................................... 92Visual voice.................................................................................................................... 92

Chapter 17: Appearance buttons.................................................................................... 94Line appearance buttons.................................................................................................. 94Call appearance buttons.................................................................................................. 94Bridged appearance buttons............................................................................................ 95Call coverage buttons...................................................................................................... 95Multiple Access Directory Number buttons......................................................................... 96

Chapter 18: Buttons, keys and lamps............................................................................. 97Programmable buttons..................................................................................................... 97Busy lamp field indicators................................................................................................. 97External call lamps.......................................................................................................... 98Message waiting lamps.................................................................................................... 98

Part 3: Applications......................................................................................................... 100Chapter 19: User applications....................................................................................... 101

IP Office User Portal...................................................................................................... 101Avaya Workplace Client................................................................................................. 101Avaya one-X® Portal for IP Office.................................................................................... 104Avaya IP Office Web Client............................................................................................ 105SoftConsole.................................................................................................................. 105

Chapter 20: Administration applications...................................................................... 108IP Office Manager......................................................................................................... 108Server Edition Manager................................................................................................. 109Web Manager................................................................................................................ 111System Status Application (SSA).................................................................................... 111SysMonitor.................................................................................................................... 112Customer Operations Manager....................................................................................... 112SNMP Management Console......................................................................................... 113

Contents



Chapter 21: Branch Systems......................................................................................... 115Centralized management............................................................................................... 115Centralized licensing...................................................................................................... 115Voice mail systems........................................................................................................ 116Avaya Aura® Session Manager....................................................................................... 116Avaya Aura® Communication Manager............................................................................ 116

Chapter 22: Contact center applications...................................................................... 117IP Office Contact Center overview................................................................................... 117Avaya Contact Center Select overview............................................................................ 118

Part 4: Miscellaneous .................................................................................................... 120Chapter 23: Standards.................................................................................................... 121

Regulatory standards..................................................................................................... 121Networking protocol standards....................................................................................... 123

Chapter 24: Resources................................................................................................... 128Documentation.............................................................................................................. 128

Finding documents on the Avaya Support website..................................................... 128Training........................................................................................................................ 129Viewing Avaya Mentor videos......................................................................................... 129Additional IP Office resources......................................................................................... 130Support........................................................................................................................ 130

Using the Avaya InSite Knowledge Base................................................................... 131Accessing Avaya DevConnect Application Notes....................................................... 131

Glossary list.......................................................................................................................... 133

Contents



Part 1: Introduction



Chapter 1: Introduction

PurposeThis document contains IP Office high-level feature descriptions and provides details aboutfeature characteristics, capabilities, capacities and interactions.



Chapter 2: Avaya IP Office™ Platformoverview

The Avaya IP Office™ Platform is a cost-effective telephony system that supports a mobile,distributed workforce with voice and video on virtually any device. IP Office is an modularcommunications solution that scales up to 3000 extensions and 150 sites in a multi-site network withresiliency.

Match a deployment model to infrastructure needs from simple appliances to virtualized software ina data center with options in between. Improve customer experience and contact center agentefficiency with powerful, affordable multichannel functionality for voice, email and web chat. Thesolution combines collaboration software plus multichannel contact centers, networking, securityand video.

IP Office provides a hybrid PBX with both Time Division Multiplexing (TDM) and IP telephony withtrunk support, used in either mode or both concurrently. IP Office has data capabilities built-in,providing IP routing, switching and firewall protection, between LAN and WAN (LAN2).

In addition to basic telephony services and voicemail, IP Office offers both hard phone and softphone options. Soft phone applications are designed to provide flexibility for remote workers and toallow workers to access telephony services, such as making and receiving calls, voicemail, and callforwarding from their computer or mobile device.

Related linksIP Office editions on page 12

IP Office editionsIP Office also offers advanced features such as audio and video conferencing and voice over IP tomeet the evolving needs of small, medium, and large enterprises.

IP Office is available in many deployment models based on the size of the enterprise and thefeatures required using one or all the following elements:

• IP Office 500 V2 (IP500 V2) control unit.

• Dedicated server PC running a Linux-based suite of IP Office software.

• Virtual servers running the Linux-based suite of IP Office software.



Edition Platform Business size(users)

Addresses business needs

Basic Edition IP500 V2 Less than 25 Simple telephony and messagingcapabilities only. SIP trunks but noIP telephones or applications.

Essential Edition IP500 V2

Multiple serverscan be networkedto supportdifferentlocations.

20 – 99 Simple telephony and messagingcapabilities plus IP telephony.

Preferred Edition 21– 250 Essential Edition capabilities plusunified communications andadvanced voicemail (Voicemail Pro).

Server Edition Uses a Linux-based primaryserver to whichadditional serverscan be addedincludingvirtualized serversand IP500 V2.

100 – 2000 Software based Preferred Edition.IP Office Select 100 – 3000 Server Edition with increased scale

and resiliency.

IP Office Subscription IP500 V2 21– 250 Preferred Edition using per-monthsubscriptions rather than permanentlicenses.

Linux Server,IP500 V2 andLinux Expansion

100 – 3000 IP Office Select using per-monthsubscriptions rather than permanentlicenses.

Related linksAvaya IP Office™ Platform overview on page 12

IP Office editions



Chapter 3: What new

The following sections describe the major changes and new features supported in the latest releaseof IP Office.

Related linksWhat was new in IP Office R11.1 on page 14What was new in IP Office R11.1 Service Pack 1 on page 15What's new in IP Office R11.1 Feature Pack 1 on page 16What's new in IP Office R11.1 Feature Pack 2 on page 19

What was new in IP Office R11.1The following new features are supported in IP Office R11.1:

IP Office Media Manager enhancementsThe following features have been added to IP Office Media Manager:

• NAS Archiving• Alarms and Notifications• Audit Retain Period (Days)

Avaya Workplace Client shared controlAvaya Workplace Client can now be used in shared control mode with desk phones. The sharedcontrol feature is available even when the Avaya Workplace Client client and desk phones areregistered on different systems within the same network.

Avaya J159IP Office support for Avaya J159 IP Phone is an advanced SIP desk phone.

Subscription Based LicensingSystems can now be installed in IP Office Subscription mode. This mode uses subscription basedlicensing, that is, licenses paid for on a per-user per-month basis.

Apple push notificationsApple Push Notification service (APNs) is a platform notification service created by Apple Inc. Thisservice allows iOS users of Avaya Workplace Client to receive notification of new calls, voicemailmessages, and other events. They receive these notifications regardless when the AvayaWorkplace Client is idle in the background or is in quit state. However, if Avaya Workplace Client is



on suspension, then Avaya Workplace Client automatically starts when a new call or instantmessage notification arrives.Unlike the rest of the world, due to the restriction of CallKit in Chinese applications, AvayaWorkplace Client does not display incoming call screen using CallKit. However, an incoming callnotification is displayed.

Avaya cloud authorizationUsing Avaya cloud authorization, you can configure the Avaya Workplace Client connection usingyour Google, Office 365, Salesforce account, Avaya native spaces email account, or EnterpriseAccount (SSO).You can configure the Avaya Workplace Client settings automatically using your email address orthe automatic configuration web address.

Consent DirectiveThis field is used to control the addition of a consent value to the system’s SMDR output and CTIcall logging outputs.

Subscription Based LicensingSystems can now be installed in IP Office Subscription mode. This mode uses subscription basedlicensing, that is, licenses paid for on a per-user per-month basis.

End of Windows 7 SupportMicrosoft has ended support for this operating system (other than security updates for those withextended support agreements). Therefore, support of IP Office applications on this operatingsystem has ended.

Related linksWhat new on page 14

What was new in IP Office R11.1 Service Pack 1The following new features are supported in IP Office R11.1 SP1. These are in addition to thosenew features in the original release.

911-View/Emergency View ButtonIP Office R11.1 SP1 adds support for an emergency call view button. This function allows you toview details of emergency calls in progress or previously made from the system.

Vantage Connect Expansion Module ApplicationIP Office R11.1 SP1 adds support for the Vantage Connect Expansion Module Application (withVantage firmware 2.2 SP3). The application displays a list of programmable button featuresconfigured for the user.The application can be run on the same Vantage phone as the user’s Vantage Connectapplication, or on another Vantage phone. For full details and a list of supported programmablebutton features, refer to the SIP Telephone Installation Notes manual.

What was new in IP Office R11.1 Service Pack 1



Call Pickup Group Member – Status IndicationIP Office R11.1 SP1 adds support for status indication on Call Pickup Group Memberprogrammable buttons. The button LED flashes when a call to any member of the group, includingnon-group calls, is waiting to be picked up.On suitable phones, pressing the button displays a list of any currently ringing group members andcan be used to select which to pickup.

Avaya Cloud Services URL ChangeThe URL for Avaya Cloud Services have changed from accounts.zang.io toaccounts.avayacloud.com. The URL field is now editable, however the previous URL remainssupported for existing systems. New systems will default to the new URL.

Subscription Remote Worker OptionOn subscription based systems, the Remote Worker option is now supported for all usersubscriptions.

Retain Configuration on by DefaultOn existing systems, when rerunning the initial configuration utility, the Retain Configurationoption is now enabled by default.

Support for AWS and Hyper-V Virtual Server ImagesIP Office R11.1 SP1 is available for installation from AWS and Hyper-V virtual server images inaddition to the existing VMware image support.

Support for Powered By IP OfficeIP Office R11.1 SP1 is supported through the Powered By IP Office program.

Avaya Workplace Client CTI ControlThe Avaya Workplace Client clients now supported as client using CTI control from other IP Officeapplications. That is: SoftConsole, one-X Portal for IP Office, Avaya Contact Center Select andIPOCC.


What's new in IP Office R11.1 Feature Pack 1The following new features and major changes have been applied in IP Office R11.1 FP1. Theseare in addition to those new features in the original release and subsequent service packs.

Avaya J189IP Office now supports the Avaya J189 IP Phone.

What new



Vantage 3 PhonesThe new models of K155 and K175 Vantage phones are now fully supported. These phones,generically referred to as Vantage 3 phones, include a Vantage dialer application as part of theirfirmware.They do not use the same firmware as the previous phones. Nor do they support either VantageConnect or Workplace as the previous models of Vantage phones do.

IP Office Subscription Mode System SupportThe web based Customer Operations Manager (COM) service is now available to supportcustomer premises systems that are using IP Office Subscription mode. The COM service runs inthe same cloud that is providing the customer systems with their subscriptions.Through COM, support staff from the system reseller or provider can perform a range of actions:

• View the system details including the status of systems and system alarms.• Backup and restore using automatic daily backups and manually run backups• Upgrade systems.• Apply customization files for SIP trunk templates and phone settings (special file and phone

screen saver/background image files).• Access system logs that are automatically collected from the systems by COM.• COM can be used as a proxy for remote access to systems using the standard IP Office

administration tools; IP Office Web Manager, System Monitor and System Status.• If further access is required, COM can also be used to proxy HTTPS, SSH and RDP

connections to servers and services on the same network as the customer IP Office system.For example, for support access to ASBCE, IP DECT base stations, etc.

WebLM EnhancementPreviously the WebLM service run on IP Office primary servers has only been officially supportedfor the licensing of IP Office servers. It is now supported for the licensing of other Avaya serversand services being used by the same IP Office server. for example ACCS. Note that currentlyASBCE is not included in this feature.

IP Office Web Manager Security SettingsPreviously IP Office Web Manager has only been able to display and administer a sub-set of IPOffice system security settings. The application can now display and administer the full set of IPOffice system security settings.

Voicemail Pro Offline Call Flow Editing via Web ManagerFor remote IP Office system to which the Voicemail Pro client cannot directly connect, IP OfficeWeb Manager can now download/upload the voicemail call flow. A downloaded call flow can beedited in the Voicemail Pro client in offline mode. IP Office Web Manager can then upload theedited call flow back to the remote server.

UCM EASG SupportThe EASG support service available on other Linux-based IP Office servers can now also beenabled on UCM modules.

What's new in IP Office R11.1 Feature Pack 1



Group No Answer TimeoutThe previous hunt group control Voicemail Answer Time has been replace by a new fallbackcontrol Group No Answer Time. The new setting works with the Group No Answer Destinationsetting. That destination can be set to voicemail, an extension number or short code.The feature allows more flexible redirection of unanswered hunt group calls in scenarios where IPOffice administrators had previously used virtual user entries.

Visual Voice Menu TimeoutOn phones which support the visual voice menu, a 10-minute idle timeout is now used to helpensure the freeing of voicemail access channels.

Paging CapacityFor large Linux-based servers, the maximum supported paging group capacity for IP Office Selectand IP Office Subscription systems has been increased from 256 to 512 parties.

Workplace Conferencing ControlsThe Workplace clients can now access a range of IP Office conference controls.

• The clients display the list of conference participants and provide controls for adding newparticipants.

• For meet-me conferences, the conference moderators can apply various conference controlssuch as lecture mode, mute and drop.

• For ad-hoc conferences, all internal parties are treated as moderators and can access mute,unmute and drop controls for other parties in the conference.

Workplace Call Notifications for non-Call Kit LocalesAvaya Push Notification (introduced from R11.1) uses Apple's CallKit API which is not useable inall locales, for example China. For R11.1 FP1, the clients support an alternate method of callnotification that does not require CallKit. For affected locales, the user receives a notification andhears up to 30 seconds of ring tone. Clicking on the notification displays a menu to accept ordecline the call.

Virtual Server Support: Hyper-V and AzureThe IP Office R11.1 FP1 software image is now available as Hyper-V and Azure images for theinstallation of new virtual IP Office servers on those platforms. This is in addition to the existingVMware and AWS images.

Security EnhancementsA wide range of security enhancements have been added as normal for all new releases. Thosethat will be most obvious to system administrators are:

• The default minimum length for passwords, for service user accounts and for users, has beenincreased to 9 characters.

• Service user passwords no longer allow use of the service user name in the password.• IP Office administration applications:

- now show the user details of the last log in, including failed logins, using their user name.- now display a security banner message if configured on the server.

What new



- apply a timeout to idle connections. By default the timeouts used are set to 10 minutes.- On new and defaulted systems, the links between IP Office, Voicemail Pro and one-X

Portal services now default to secure ports and using TLS 1.2 minimum.• Changes to the voicemail service password are now enforced to 31-characters.

- For new installs with no password set, a 31-character password is automatically createdon the first connection between the IP Office and voicemail services.

- Existing systems with shorter passwords can continue using those passwords but areforced to 31-characters on any future password change.

Spaces Calling SupportFor the first service pack of IP Office R11.1 FP1, support for Spaces Calling was added.


What's new in IP Office R11.1 Feature Pack 2The following new features and major changes have been applied in IP Office R11.1 FP2. Theseare in addition to those new features in the original release and previous feature and servicepacks.

System ConferencesSystem meet-me conferences can be configured in IP Office Manager and IP Office WebManager. These conferences can be configured with features such a multiple moderators,separate participant and moderator PINs and a range of other custom behaviors for eachconference.

IP Office User PortalThe self-administration application has been replaced by the new IP Office User Portal application.This is a new browser based application through which users can access phone settings,contacts, messages and recordings, etc.

Voicemail Pro Auto-AttendantsFor systems using Voicemail Pro, the auto-attendant menus in IP Office Web Manager can now beused to create auto-attendant services. Previously this was only supported for IP500 V2 systemsusing embedded voicemail. .In addition, the following additional features are supported with the subscription system VoicemailPro auto-attendants:

• Text-to-speech (TTS) using Google services is supported for the automatic generation ofprompts used by the auto-attendants.

• Automatic speech recognition (ASR) is supported to detect the user response to auto-attendant options.




Opus Codec Support for TelephonyThe Opus audio codec is already being used for storage of voicemail messages and recordingsdue to its file size advantages without lose of quality. On servers, other than IP500 V2 systems,the codec is now selectable for IP telephony. Opus is supported by J100 Series phones andWorkplace clients.

Extended Subscription Server SupportFor IP Office R11.1 FP1, support was added to use Customer Operations Manager (COM) toremotely perform a range of actions for IP Office subscription servers; that is backup, restore, logfile collection, remote configuration access, etc. However, the feature did not include IP OfficeApplication Servers and UCM modules being used by the subscription systems.For IP Office R11.1 FP2, that remote server support now includes IP Office Applications Serversand UCM modules.

Directory Services LDAPv3/LDAPS SupportThe LDAP operation for obtaining external directory information has previously used LDAP v2. OnLinux-based IP Office systems it now supports LDAP v3/LDAPS. For IP500 V2 systems, LDAP v3/LDAPS is supported when the system is supported by an IP Office Application Server or UCMmodule.

Workplace Client FeaturesThe following new features are supported for Avaya Workplace Client with IP Office:

• Citrix VDI Support - The use of Avaya Workplace Client is now supported with Citrix virtualdesktop infrastructure.

• Record Button - Avaya Workplace Client users can now trigger call recording from within theclient. The button can also be used to pause and restart call recording.

• Other Phone Mode - Also known as telecommute mode, Avaya Workplace Client can nowbe used in Other phone mode when you are working from your home office or other remotelocation. You can make and handle audio calls through Avaya Workplace Client, while usinga separate telephone line at your remote location to speak and listen.

System Upgrade ImprovementsPreviously, the method used for upgrading of systems lead to the accumulation of numbers ofredundant files. To avoid this the following changes have been made:

• IP500 V2 Systems - Following an upgrade, an additional process is now run to identify andremove obsolete IP Office and phone firmware files.

• Linux-Based Systems - Following an upgrade, an additional process is now run to identifyand remove obsolete .rpm files.

J100 Series Phone Upgrade SupportThe auto-generated settings provided to J100 Series phones now include the commands toautomatically check daily for updated phone firmware and install that firmware if available.

IP 500 V2 White List SupportThe IP address white listing feature already supported by Linux-based IP Office systems is nowalso available on IP500 V2 based systems. This can be useful when multiple clients access thesystem through a single address such a Session Border Controller.

What new



End of Support for Old User Client ApplicationsThe following user clients are no longer supported:

• one-X Mobile for IP Office (Android and iOS)• Avaya Communicator for Windows• Avaya Communicator for iPad

DECT D200 SupportThe Avaya DECT D200 Series is now support with IP Office systems. Up to 4 D200 Base Stationsare supported on a system, each base station supporting up to 8 D200 Series handsets (D240and D260).

Vantage V3 Button Module SupportUsing the updated Vantage V3 firmware, the Vantage Button Module application is now supportedon Vantage V3 phones. This allows the user to have access to a set of programmable buttonfeatures.

Simultaneous Client Direct Media ControlThe use of direct media for simultaneous clients can now be disabled it required. For somecustomers, this is useful in scenarios where they are using remote simultaneous clients.

Centralized Media Manager for Subscription SystemsFor their voice recording library (VRL), IP Office subscription systems can now select betweenusing the local Media Manager service or a centralized Media Manager that uses cloud storage.When using the later option, they can also select whether to use cloud storage provided by Avayaor their own cloud storage.As with Media Manager, recording is still done by Voicemail Pro. Once completed, the recording istransferred to the customer's selected call recording option. Access to recordings is providedthrough the web manager menus for administrators and the new user portal application for users.

MS Teams SupportThe IP Office can be configured as the telephony server for calls made to and from MicrosoftTeams. This can be combined with the new LDAPv3 support to include the automatic creation ofMS Teams users.

SIP Trunk EnhancementsA number of additional options can now be configured for use with IP Office SIP trunks:

• MediaSec RFC 3329• STIR/SHAKEN support is implemented through a set of Calling Number Verification

settings and new short code characters.

Subscription HTTP Server URI ImprovementPreviously, on subscription systems, the HTTP Server URI was used to set the file server addressto which firmware requests by Workplace clients and Vantage phones were sent. To operate, thisrequired the HTTP Server IP Address to be set to 0.0.0.0. For R11.1 FP2, both addresses can beused. If the HTTP Server URI is left blank, phones which use it fallback to using the HTTP ServerIP Address.




Voicemail Pro FeaturesThis feature pack introduces the following changes:

• Auto-Attendant ConfigurationIP Office systems using Voicemail Pro now support the use of the auto-attendant menusshown in IP Office Manager and IP Office Web Manager (previously only used for embeddedvoicemail).- For subscription systems, these auto-attendants support Google text-to-speech for auto-

attendant prompts and for automatic speech recognition of caller responses.• Centralized Media Manager Support

Subscription mode systems can now use centralized media manager services providedthrough the cloud rather than the locally installed media manager service.

• Google TTSSubscription mode systems can now use Google speech services for text-to-speechfunctions rather than the locally installed TTS speech engines.

• Automatic Speech RecognitionSubscription mode systems can also use Google speech services to support automaticspeech recognition to detect the caller's responses to Menu, Dial by Name andAlphanumeric Collection actions.

• System Conference SupportThe IP Office system now supports the configuration of system meet-me conferences with arange of feature. To help support these, the Voicemail Pro provides:- Selecting of conference as the destination for Transfer and Assisted Transfer actions.- Verification that a variable matches a conference ID by Test Variable actions.


What new



Part 2: Features



Chapter 4: Basic Call Handling

This section lists some of the basic call handling features supported.

Related linksAutomatic Callback on page 24Distinctive ringing on page 24Call screening on page 25Hold on page 27Personalized ringing on page 29Tones on page 29Transfer on page 29Ring tone on transfer on page 30

Automatic CallbackA user can set an automatic callback two ways:

• When calling an extension that is busy, request a call when the extension becomes free.

• When calling an extension that only rings, request a call when the extension is next used.

Depending on the type of phone a user has, request a call back when free by dialing a short codeif an internal busy tone is heard, selecting an option from an interactive menu or pressing aprogrammed DSS/BLF key. A user can also set a callback when free or a callback when next usedusing a short code without attempting a call.

This feature is available across both multisite and small community networks.

Related linksBasic Call Handling on page 24

Distinctive ringingThe system uses various ringing sequences to indicate call types. For example, internal andexternal calls can have different rings, called distinctive ringing.



On analog phones, the distinctive ringing sequences are adjustable. On digital and IP phones,distinctive ringing is fixed as follows:

• Internal call: Repeated single-ring

• External call: Repeated double-ring

• Ringback call: Single ring followed by two short rings

Ringing sequences work with the following call types:

• Calls returning from park

• Calls returning from hold

• Transferring calls

• Call back when free calls

• Voicemail ringback calls



Call screeningUsers can screen for important calls and decide to answer a call or let it go to voice mail.

Users can screen incoming calls while the phone is in an idle state and listen to incoming callstransferred to voicemail. When an incoming call arrives at a phone and is directed to andanswered by the voicemail system, the user automatically hears the caller on his or her phonespeaker, but the caller cannot hear the user. Users can decide whether to answer the call or dropfrom the call and let the voicemail system continue to handle the call. A user cannot screen a callwhile he or she is on another call.


ForwardingUsers can forward calls to another extension or external number including mobile devices.

Users can forward calls in a number of ways and if the call is not answered at the forwarddestination it will go to voicemail if enabled for the user and call supervision is available. Once thenumbers have been entered, the user can toggle the forwarding to be active or not as requiredwithout having to reenter the numbers.

Call screening



If the user is a member of a hunt group, some types of hunt group calls can also forwardunconditionally. Users can select if forwarding is applied to external calls only, or all calls. Callforwarding is processed after do not disturb and follow-me conditions are tested.

Coverage to OperatorAdministrators can configure an operator or a group of operators to provide coverage for externalcalls that would otherwise go to voicemail.

Unanswered calls are routed to an operator or a group of operators. For example, localgovernment offices prefer to provide a personal service rather than voicemail.

Related linksCall administration features on page 40

Follow MeFollow Me enables all the features that a user has set on their phone to follow them to anotherphone. Forwarding only forwards calls only, not phone settings.

When users are away from their desk at another work area, they can forward call settings fromtheir main phone for calls that follow the user including Forward On Busy or No Answer.

User can set Follow Me either from their primary phone (Follow Me To) or from the phone wherethey want calls to be received (Follow Me From). Several people can have their phones forwardedto a one destination and if the phone has a display it will indicate who the call is for.


Forward Hunt GroupUsers can forward a hunt group to forward calls for a group. For example, in a sales or supportenvironments where a number of people may be out of the office using mobile phones, this featureallows them to participate in the hunt group as if they are in the office.

Calls for a hunt group that the user belongs to can also follow forward unconditional. The huntgroup must be set for either sequential or rotary ring type and if the call is not answered at theforward destination it will follow the hunt group call handling instead of going to voicemail.


Basic Call Handling



Forward On BusyIf enabled, this forward occurs when a user is busy and another call is routed to them, but thesystem does not forward calls for a hunt group that they may be a member of.

Users are considered to be busy when they are on a call, but depending on call waiting settingsand key and lamp features, this may not be the case.


Forward On No AnswerIf a call rings for a user but the user doesn’t answer it within the configured answer time, thesystem forwards the call that has been indicating call waiting if enabled.


Forward UnconditionalThe system forwards all calls for the user to a number, but if a call is not answered within theconfigured answer time, the system sends the call to voicemail if enabled.


Unconditional Forward To VoicemailUsers can divert all calls to voicemail even when a user's voicemail is not activated.


HoldUsers can place calls on hold with optional hold music. A held call is presented back to theextension after a time out, set by the system administrator, so that held calls cannot be forgotten.

Hold



Related linksBasic Call Handling on page 24Toggle Calls on page 28Hold Call Waiting on page 28Park on page 28

Toggle CallsThe system cycles each call that the user has on hold to their extension, presenting them one at atime to the user.

Related linksHold on page 27

Hold Call WaitingCombine hold and answer to hold an existing call and answer a waiting call through a one buttonpress.


ParkAs an alternative to placing calls on hold, users can park calls to be picked by another user.

Park is available on the user's phone, Avaya one-X® Portal for IP Office, Phone Manager andSoftConsole.

The system parks a call using a park slot number which can be announced over a paging system.The designated user can go to any phone and take the call by dialing the park slot number.

Phone Manager has 4 predefined Park buttons. On digital phones with DSS/BLF keys, it ispossible to program park keys to indicate when there is a call in a particular park slot and allowcalls to be parked or retrieved.

Administrators can determine how long a call remains parked before it is presented to theextension that originally parked the call.


Basic Call Handling



Personalized ringingUsers can change the sound or tone of a phone’s ring.

On many digital phones, users can personalize the ringer sound. Changing the ringer sound doesnot alter the ring sequence used for distinctive ringing. This feature is local to the phone and notsupported on all types of phones.


TonesThe system generates the correct tones for the geography. These tones are generated for allextension types: analog, digital and IP.

Supported tones are:

• Normal, alternate, and secondary

• Busy

• Unobtainable

• Re-order

• Conferencing


TransferUsers can transfer a call in progress to either an internal extension or an external public number.The system places the caller on hold while it performs the transfer.

If the transferring user hangs up before the destination user answers, the system automaticallytransfers the call, called an unsupervised or blind transfer. Alternatively, a user can wait for thedestination to be answered and announce the transfer before hanging up to complete the transfer,called a supervised transfer.

Unless restricted by the administrator, the system does not differentiate between internal orexternal call transfers.


Personalized ringing



Ring tone on transferThe transfer enquiry calls are presented to the recipient with an internal ring tone. If the usertransferring the call completes the call when the call is still ringing, the ring tone changes as perthe call being transferred. Customers have the choice of not using this configurable option andcontinue to operate as in Release 10 and prior releases.


Basic Call Handling



Chapter 5: Advanced Call Handling

This section lists some of the advanced call handling features supported.

Related linksAbsence text on page 31Call recording on page 32Call tagging on page 33Call waiting on page 33Coaching intrusion on page 33Conferencing on page 34Conference Join on page 35Dial On Pickup on page 36Delayed Dial On Pickup on page 36Do Not Disturb on page 36Emergency 911 call on page 37Hunt Group Enable/Disable on page 37Inclusion on page 37Off Hook Station on page 37Pickup on page 38User Privacy on page 38Reclaim Call on page 39Relay On/Off/Pulse on page 39Restrict Network Interconnect on page 39

Absence textUsers can set absence text on their phone to inform other internal users of their current status andlikely availability.

Absence text is also available for users of standard analog phones, but it can only be displayed onselected display phones, Phone Manager and SoftConsole. Most supported feature phones givethe option of adding text.

When a user has an absence text message set, call processing is not affected to the user andthey still have the choice of using features like do not disturb and forwarding. Telephones that



support the interactive setting of absence text also display it on the users own phone for thebenefit of people who come to their desk. There are 10 predefined strings and 1 custom string forabsence text:

1. On vacation until

2. Will be back

3. At lunch until

4. Meeting until

5. Please call

6. Don't disturb until

7. With visitors until

8. With customer until

9. Back soon

10. Back tomorrow

11. Custom

All message text include the option to add a time, for example, message 4 plus 10:00 displaysMeeting until 10:00. Text strings are localized to the system language.


Related linksAdvanced Call Handling on page 31

Call recordingUsers can record a call and save the recording to the a voicemail mailbox, a group mailbox or thevoice recording library.

When a caller provides detailed information like an address or phone number, the caller hears awarning message or tone that the call is being recorded in some countries. Where call recording isrequired for quality assurance, administrators can configure IP Office to automatically record apercentage of calls for later review.

Any call on any phone type can be recorded. Where notification of recording needs to be played,the system ignores voicemail port licensing if an insufficient number of voicemail channels havebeen licensed.


Advanced Call Handling



Call taggingCall tagging displays a text message to provide additional information about the call on a user'sphone or soft client when a call is presented to it.

Users tag calls when transferring calls from Soft Console to provide caller information they are notable to announce the call.

Users can add a tag to a call automatically using CTI and Voicemail Pro based on the incomingcall route.

Note:

On some phones, displaying the tag may mean that it is not possible to display the usual callsource and target information.


Call waitingUsers may not want callers to receive busy tone if they are on another call. Instead, callers hear anormal ring tone. Users hear an alert that there is a call waiting.

Users can decide to finish or hold the current call and answer the one that is waiting. The amountof information that is available about the call that is waiting depends on the type of phone the userhas, or if they are using Avaya one-X® Portal for IP Office or a soft client.

Because the call waiting tone can be disruptive, for example during conference calls. Users canturn the feature on or off and even suspend it for a single call.


Coaching intrusionDesignated users can join an existing conversation on internal or external calls. This features alsoallows a user to interrupt a call to without the caller hearing the conversation.

Administrators and supervisors designate users with the Can Intrude setting. Users can join callson any extension on the system, however, administrators can also designate users with theCannot be Intruded setting, which prevents others from intruding on their calls.

On Essential and Preferred Edition systems, Silent Intrusion or Whisper Page can be effective in ascenario where a user intrudes into a call to whisper that a very important customer is waiting. Theuser hears the whisper while talking to the caller but the caller will not be able to hear the whisper.

Call tagging



Used in call center scenarios and with other applications between employees. Supports theinterruption or inclusion of a supervisor on a live call to talk to an agent without the far-end callerlistening to the conversation. This is useful when the agent needs coaching support/training orwhen the supervisor needs to intrude to give instructions to an agent. The caller may still talk tothe agent, but the caller will not hear what the supervisor is saying. The agent will be able to hearboth the caller and the supervisor.

The feature enables users on a call to “intrude” and listen depending on the configuration of theend users if Coaching Intrusion or Whisper Page is used. Coaching Intrusion and Whisper Pagecannot be done on and idle user. It may be done for internal calls or with external calls. Thisfeature is enable through the IP Office Manager for each user. Only authorized users can use thecoach/whisper feature. The default setting is off.


ConferencingUsers can place calls on hold and a create a conference using either the telephone or desktopapplications. Additional conference members may be added.

For ad-hoc conferencing, the system requires as many digital trunks/VoIP channels as externalparticipants (as well as Preferred Edition for Meet-Me conferences).

Meet-Me capabilities require Preferred Edition for direct dial into a conference bridge with PINcode security. In an SCN network, only one centralized Preferred Edition license is required tohost Meet-Me conferences at any of the sites. Conference IDs are also shared across the SCNsites.

The following conference channel capacities are available:

System Mode Primary/Secondary server

Total ConferenceChannels

Maximumconference size

Total ConferenceChannels withACCS

IP Office ServerEdition

Dell R240 128 128 414Dell R640 256 256 1650OVA 256 256 1650

IP Office Select

IP OfficeSubscription

Dell R640 512 256 1650OVA 512 256 1650

To initiate a conference, users dial the direct number allocated to the conference bridge, type inthe PIN (require Preferred Edition and Voicemail Pro) if required. For ad-hoc conferences with afew participants, users can easily set up immediate conferences by calling all parties and bringingthem to the conference bridge. With Avaya one-X® Portal for IP Office, the originator of theconference can keep control: the Caller ID number (and the associated name if recognized) of




each participant is displayed. If required, they can selectively hang-up a specific participant. Thesystem plays a single beep on entry and a double beep on exit. The owner of the conference mayuse their extension number as the conference ID. The owner of the conference has control of theconference with the ability to mute and drop calls of participants. All participants will hear thesystem Music on Hold (MOH) until the owner joins, and will hear MOH when the owner drops.Note that any internal party has the option to view and drop participants (not just the conferenceoriginator).

Users can record a personalized greeting for a conference (requires Preferred Edition andVoicemail Pro).

Users can record the conference using Avaya one-X® Portal for IP Office, digital or IP displayphone or a short code (requires Preferred Edition and Voicemail Pro). To prevent unauthorizedaccess to the conference bridge, PIN codes, Caller ID number screening as well as time and dateprofiles can be set-up using Voicemail Pro. One user can manage the conferencing bridge facilityfrom any location.

Conferencing has the following restrictions:

• Only two calls connecting through analog trunks are permitted in any single conference.

• Each external caller requires a digital trunk/VoIP channel (for example 1 T1 allows 23/24external parties, 1 E1 allows 30 parties and a fully licensed VCM-64 allows 64 parties).

• There are no limits on the mix of internal and external calls in conference, but if all internalparticipants disconnect from the conference bridge, the external participants can bedisconnected automatically by the system for added security (configurable system setting).

• System features such as call intrusion, call recording and silent monitoring all use conferenceresources, as does automatic recording if enabled. When any of these features are active thenumber of slots available for conference parties is reduced. For example, a conference callbetween 3 parties and being recorded will use 4 conference slots.


Conference JoinConference Join feature allows two separate conferences to be joined into one single conferencethat contains all the previous participants of both the earlier conferences. Once the conferenceshave been joined it is not possible to revert to the two separate conferences again.


Conference Join



Dial On PickupBy taking the phone off hook, users can automatically dial a specified extension.

Use this feature in unmanned reception areas or for door entry systems to allow visitors to easilygain assistance. This feature is also known as “Hotline”.


Delayed Dial On PickupIf a phone is off-hook or the phone speaker is enabled and nothing is dialed for a configured timeperiod in seconds, a defined extension is automatically dialled.

Use this feature in unmanned reception areas or for door-entry systems to allow visitors to easilygain assistance – visitors who know the desired number have the option to dial it, while othervisitors can be routed to assistance after a short time-out. This feature can also be used as anemergency alert in a health care environment, for example, when a handset is lifted but no digitsare dialed.


Do Not DisturbUsers can temporarily stop incoming calls ringing at a their phones.

This feature prevents users from receiving hunt group calls and gives direct callers eithervoicemail, if enabled, or a busy signal. Users can enable and disable Do Not Disturb (DND) fromtheir phone or soft client.

Users can allow some calls to bypass the DND setting and ring the phone. For example amanager can add their assistant’s extension number to the DND exceptions list. Both internal andexternal numbers can be on the exception list.





Emergency 911 callCalls to numbers configured as emergency numbers override any call barring that would otherwiseapply to the user making the call.


Hunt Group Enable/DisableUser can temporarily join or leave individual hunt groups, for example, to assist during call peaks.

Supervisors or administrators don’t usually take calls but at times of high call traffic they can join agroup to take calls and when the peak is over, leave the group to resume their regular tasks.Administrators configure users as members of hunt groups. A user can not arbitrarily join a huntgroup that they have not been identified as a member of.


InclusionSelected users can intrude on calls that are already in progress.

When the intruding user joins a call, all parties hear a tone. The speech path is enabled betweenthe intruding party and the called user; the other party is forced onto hold and will not hear theconversation. On completion of the intrusion, the called party speech path is reconnected to theoriginal connected party. Administrators enable or disable Inclusion on a per user basis throughthe Manager.


Off Hook StationOff-Hook Station is designed for users who want their analog phone to operate like digital or IPfeature phone, to isolate the user's phone idle state from the Hook state. This is a useful featurewhen using Avaya one-X® Mobile or SoftConsole to control the phone state when using a headseton an analog phone and with call control and dialing from Avaya one-X® Mobile, or SoftConsole.

Emergency 911 call




PickupUsers can answer a call presented to another extension.

Call pickup scenarios include:

• Pick up any call ringing on another extension.

• Pick up a hunt group call ringing on another extension, where the user must be a member ofthat hunt group.

• Pick up a ringing call at a specified extension.

• Pick up any call ringing on another extension that is a member of the hunt group specified.



User PrivacyCertain users need to be assured of confidential communication. These users must be protectedfrom other users being able to see who is calling them and must be able to prevent their callsbeing picked-up. The Privacy Override Group field in user records, if enabled, bars other usersfrom seeing call details or picking up the calls

User button privacy

When a User button is pressed to see who is connected to the user or to answer an alerting call,the system checks the Privacy Override Group configuration setting of the user. If the group is notconfigured or the user is in the list (Enabled/Disabled status is not checked), then DSS status willbe shown.

Pickup protection

When a user tries to pick up another user's call then the Privacy Override Group setting ischecked on the targeted user. If the group is not configured or the user is in the list then the pickupis allowed. The Enabled/Disabled status in group is not checked.





Reclaim CallUsers can recover, or reclaim, the last call at their phone that is ringing or is connected elsewhere.

If users miss a call that goes to voicemail or call coverage, they can get the call back while it is stillbeing presented or connected through the system. This is a version of the Acquire Call featurethat only applies to the last call at an extension.


Relay On/Off/PulseIP500 V2 systems have 2 independent switch outputs for controlling external equipment such asdoor entry systems.

Control switches using allocated handsets to open, close or pulse switches as required. Users canalso control switches with Receptionist, SoftConsole and Voicemail Pro.


Restrict Network InterconnectThe Restrict Network Interconnect feature bars calls from being connected between private andpublic trunk interface groups.

India Toll Bypass PreventionIndian telecom regulation states that the VoIP call should not be mixed with PSTN call if the callorigination location and call targeting location are in different toll areas.The India Toll Bypass Prevention feature ensures that the system is compliant with this regulationand allow calls to and from IP phones to connect to local PSTN public trunks only if the IP phone’slocation is the same as the system location. The feature is enabled by default for the India localeand disabled by default for all other locales. This feature is available for Branch and SCNdeployments on IP500 V2 in Essential, Preferred and Select editions. No additional licenses arerequired.


Reclaim Call



Chapter 6: Call administration features

Related linksCoverage to Operator on page 26Dial Emergency on page 40Dial plan on page 41Direct Inward Dialing on page 41Maximum call length on page 41Paging on page 42Transferable dial out privilege on page 42

Coverage to OperatorAdministrators can configure an operator or a group of operators to provide coverage for externalcalls that would otherwise go to voicemail.

Unanswered calls are routed to an operator or a group of operators. For example, localgovernment offices prefer to provide a personal service rather than voicemail.


Dial EmergencyDial Emergency is a short code and permits specific numbers to be dialed regardless of callbarring or a logged out phone.




Dial planIP Office has a very flexible numbering scheme for extensions, hunt groups and featurecommands. While the system has default numbering for feature codes and extensions, they canall be redefined. Default extensions and hunt groups have 3 digit numbers starting at 200 butthese can be changed from 2 to 9 digits through the IP Office Manager. There is a default set offeature access short codes, but these can be changed to whatever the end user requires, withinlimits. This is useful for example if IP Office is replacing a system where DND was accessed bydialing *21, it is possible to change the short code to mimic the code of the replaced system.

In certain countries IP Office can support a secondary dial tone when an access digit is dialed,though this limits some functionality like Alternate Route Selection (ARS). IP Office can also beconfigured to work without line access digits, by analyzing digits as they are dialed anddetermining if they are for an internal number or should be sent out on a line - this is valuable inSOHO installations where users will not necessarily be used to dialing an access digit for anoutside line.


Direct Inward DialingDirect Inward Dialing (DID/DDI) relies on the local phone exchange passing all or part of the dialednumber to IP Office.

Call routing software routes the call to an individual phone or a group of phones. Use this featureto reduce the workload on a receptionist by giving staff members or departments individualnumbers for direct calls. Typically, the extension or group number is the same as the digitssupplied from the network, but IP Office can convert the number to another number as neededwithin limits.

In North America, T1 circuits are required for DID.


Maximum call lengthMaximum call length allows the system to control the maximum duration of any call based on thedialed number. Use this feature to control calls to cellular networks or data calls made over thepublic network to ISPs.


Dial plan



PagingSupervisors and administrators can broadcast audio messages to digital and IP phones withloudspeakers without having to install a separate paging system. Paging can be to individualphones or groups of phones.

Implementation engineers can configure analog extension ports to an external overhead pagingsystem, usually through an adapter, so that a port can be included in a paging group to permitmixed phone and overhead paging.

Some digital and IP phones can answer a page by pressing a key while the page is going on, thisterminates the page and turns it into a normal call.

Paging limitsSystem Mode Platform Maximum Paging Group SizeIP Office Server Edition Dell R240 128

Dell R640 512OVA[1] 512

IP Office Select

IP Office Subscription

Dell R640 512OVA[1] 512

All IP500 V2/V2A 64

• Paging groups that include users on a V2 Expansion are limited to 64 members.• For paging groups that include SRTP endpoints, reduce the maximum size by 50%.


Transferable dial out privilegeAdministrators and supervisors can grant outside line access to restricted phones, for examplephones in public areas or conference rooms, to control external calls.

A privileged user, such as a supervisor, can transfer an outside line (secondary dial tone) to a userthat does not have external dial out privileges.


Call administration features



Chapter 7: Contact center features

Related linksAccount codes on page 43Acquire Call on page 44Hold music on page 44Agent login on page 45Monitor calls on page 45

Account codesThrough the call records, supervisors and administrators can group calls by account code for thepurpose of call costing and tracking. Supervisors and administrators can also restrict outgoingcalls by requiring users to enter valid account codes.

The system stores a list of valid account code numbers. When making a call or during the call, auser can enter the account code they want associated with that call. The system checks theaccount code against the list of valid codes and requests the user to reenter the code if it is notvalid. For incoming calls, the Caller ID can be used to match it with an account code from the listof valid codes and report the account code with the call for billing.

Supervisors and administrators can designate users to use a forced account code requiring themto enter a valid account code before making external calls. Using short codes it is possible toidentify certain numbers or call types as requiring a valid account code before permitting the call toproceed, for example long distance or international numbers. Analog phone users can only enteraccount codes before making a call or in response to an audible system prompt to enter a codewhen making the call.

Account codes can also be entered through the Avaya one-X™ Portal for IP Office and PhoneManager. A system wide setting determines whether Phone Manager will display a list of accountcodes from which the user can select the code required or will hide the account code list.

In all the cases above, the account code entered is included with the call details in the IP Office'scall record output. (SMDR).

Related linksContact center features on page 43



Acquire CallThe Acquire Call feature allows users to take over a call connected to another extension. Thisfeature is also known as Call Steal.

Administrators can set Acquire Call as a short code or assign it to a button on a digital or IP phonewith programmable buttons. This feature is affected by intrusion control settings: the useracquiring a call must be set to be able to intrude and the user whose call is being acquired mustbe set so it can be intruded.

Acquire Call works in two ways:

Without anumber

Allows a user to reclaim a call that was ringing on their phone but has now goneelsewhere, for example to voicemail or a Forward No Answer destination. TheIntrude settings are not checked. The user can reclaim the call even if it has beenanswered. If the last call to ring this user is no longer ringing or connected on thesystem, the feature will fail.

With anumber

Where the number is the phone number of a user who currently has the call to beacquired. If the user has a call ringing or waiting Acquire Call will act like the CallPickup Extension short code and the user executing Acquire Call will be connectedto the oldest ringing/waiting call. If the user has a connected call with no call waitingand the Intrude settings of the two users allow it, the call will be connected to theuser executing the Acquire Call and the other user will be disconnected. If the userdoes not have a call the feature will fail.


Hold musicAdministrators can access up to 32 sources for music on hold (4 on IP500 V2 systems). A widerange of sources are supported, including on Linux systems up to four USB sources aresupported.A music source can be a locally stored single WAV file (default) or a local directory of WAV files.You can configure playback to start every time from the beginning of the file or directory, or to startfrom where it left off the last time.Alternate music sources can be located on Server Edition Primary, Secondary, and expansionsystems. Server Edition also supports centralized music on hold, where the Primary Serverstreams music to the Secondary Server and all expansion servers.


Contact center features



Agent loginContact center agents must log in before they can make or receive calls.

Administrators and supervisors can set a login idle period to determine how long an extension canbe idle before the user is automatically logged out, ensuring that an extension is not left logged inwith calls going unanswered.


Monitor callsUsers can monitor another user’s call by listening in.

This feature is not available by default; implementation engineers must enable it during systemconfiguration. This feature includes an option to have a tone indicate when monitoring is in use.The user is only able to listen; they cannot speak during the conversation.


Agent login



Chapter 8: Outbound calling

Depending on the type of business, calls need to be treated in a specific way, such as recordedagainst a project or client through the use of account codes.

A business may have several sites linked through a private network but certain users, like customerservice agents, may need to be able to call colleagues in other offices when the network is busy,while other users wait for a line to come free. Least cost routes can automatically translate theinternal number to a direct dial call over the public network while other users wait.

Authorization codesAuthorization codes allow a user to go to another extension on the system and make calls usingtheir personal toll restrictions; this may grant the user greater or fewer privileges than the normalowner of the extension they use.

Authorization codes are independent of account codes, so the user has to enter both if therequired by the system configuration. All entered codes are logged in SMDR.

Call barringSupervisors and administrators can prevent or allow calls to certain numbers such as internationalnumbers or premium rate numbers for individual users or on a system-wide basis.

The system supports call barring at many levels. Short codes can be used at the system orindividual user level to block the external routing of specific numbers or types of numbers.Typically the barring short codes are set to return busy tone, however they could route the call toan alternate number or to a Voicemail service that returns a 'barred dialing message'.

Users can allocate short codes to a user rights template. The users can then apply the template tothe users whose calls need restriction. Administrators can also bar the forwarding of calls toexternal numbers on a per user basis.



Idle line preferenceIdle line preference allows the user to select a specific external line for companies that prefer towork in key system mode.

Going off hook selects the first idle line appearance and the user connects to an outside line.

Override call barringOverride Barring can allow numbers dialed from the directory, using redial, call log, buttonprogramming, short codes, and numbers manually entered to external numbers present in thepublic directory (System Directory, LDAP, HTTP) even though a barred short code has beenmatched against dialed digits.

Private CallUsers can set Private Call status using short codes or a programmed button.

Private calls cannot be recorded, intruded on, bridged into or monitored.

Idle line preference



Chapter 9: Inbound calling

Related linksIncoming call routing on page 48Time profiles on page 49

Incoming call routingIntelligent call routing makes routing decisions based on any or all of the following criteria:

• Digits from the exchange such as DDI/DID or ISDN MSN

• Calling phone number or Caller ID or part of the number received such as an area code

• ISDN sub-address

• ISDN/PRI service type such as Voice Call or Data Call

For example, a DDI/DID call to a sales group can be handled differently depending on which partof the country the call is originating from.

Each incoming Call Route supports a secondary destination Night Service that can providealternative routing for an incoming call based on time of day and day of week criteria, as well ascalendar-based routing for specific dates.

Calls that cannot be routed to the configured destination are rerouted to a user-defined Fall Backdestination. This can be particularly useful where calls are normally answered by an auto-attendant and a network fault occurs.

Where multiple call routes are set up to the same destination, a priority level can be associatedwith the call. The priority level determines a call's queue position in place of simple arrival time.

Note:

Calls already ringing a free extension are not considered queuing and are not affected by ahigh priority call joining a queue (unless the option Assign Call On Agent Answer is selectedfor that hunt group).

Supervisors can configure a Priority Promotion Timer to increase the priority of calls which havebeen in the queue for more than a defined time and add and optional tag to calls on the IncomingCall Route, which can be displayed on the alerting phone.



Related linksInbound calling on page 48

Time profilesTime profiles set the operational times for service. For example, a time profile could be set up tomake Internet access available to staff only during lunch times.

Using time profiles it is also possible to define an alternative service to operate outside theoperational hours of the main service. This option may be used to take advantage of alternativetariffs at off peak periods. Switching to this fallback service can also be controlled manually bydialing a secure short code from a handset. This can be particularly useful in allowing quickrestoration of service in the event of an ISP failure. This feature also applies to days of the weekor specific calendar dates.

Related linksInbound calling on page 48

Time profiles



Chapter 10: Hunt groups

A hunt group is a collection of users, typically users handling similar types of calls, for example asales department. An incoming caller wishing to speak to someone in a group can call onenumber and the call can be answered by any number of extensions that are members of the huntgroup.

There are four ways a hunt group can process calls:

Sequential One extension at a time sequentially, always starting at the top of the list.

Collective All extensions in the hunt group simultaneously.

Rotary Start with the extension in the list immediately following the extension thatanswered the last hunt group call.

Longest Waiting Start with the extension that has been free for the longest time period.

AnnouncementsUse voicemail in conjunction with hunt groups to:

• Record all group related messages.

• Play an announcement when the hunt group is in Night Service or Out of Service mode.

• Play announcements while a call is held in a queue.

A broadcast option is available for internal voicemail. This feature changes the voicemail boxoperation so that the message notification will only be turned off for each hunt group memberwhen they retrieve their own copy of the message. Hunt group announcements are separatedfrom hunt group queuing and can be used when queuing is off. Hunt group announcements aresupported by Embedded Voicemail and Voicemail Pro. Administrators and supervisors can settimes for the first announcement, second announcement, and between repeated announcements.

Hunt groups in a small community network can include members located on other systems withinthe network.



Assign Call On Agent AnswerSupervisors can set the Assign Call On Agent Answer hunt group option to enable CTIapplications to correctly report the details for the call that is alerting and ensures that the call at thehead of the queue is always answered first.

Night Service and Out of Service modesOutside normal operation a hunt group can be put into two special modes: Night Service and Outof Service.

Night Service modeUsers can switch in or out of Night Service mode by dialing the appropriate short code. Calls arepresented to a Night Service group. This can be controlled automatically by setting a time profilewhich defines the hours of operation of the main group or manually using a phone feature code.During Night Service mode, the original hunt group is temporarily disabled. You can design callersto the hunt group to do any of the following actions:

• Pass to a Night Service Fallback group passing calls to a manned extension or externalnumber.

• Be played the Out of Hours greeting if set in voicemail.• Receive a busy tone.

Out of Service modeUsers control Out of Service mode manually from a phone. While in this mode, calls are presentedto the Out of Service group. Night service fallback using a time profile is not applied to a huntgroup set to Out of Service.

Overflow groupsSupervisors can designate an overflow group to take calls if all extensions in the hunt group arebusy or not answered.

Supervisors can also set overflow time to stipulate how long a call will queue before passing to theOverflow Group. Overflow time can be set for individual calls and for all calls in the group. Thesystem can change the status of users who do not answer a hunt group call presented to them.The user status can be set to Busy Wrap-up, Busy Not Available or Logged Out. The change ofstatus can be set per user and per hunt group.

Assign Call On Agent Answer



QueuingQueuing allows calls to a hunt group to be held in a queue when all extensions in the groupextension List are busy. When an extension becomes free the queued call is then presented. Thedefinition of queued calls now includes ringing calls and calls waiting to be presented for ringing.The queue limit can be set to control the maximum number of calls to wait against a hunt group.

While queuing, if Voicemail is operational, the caller will be played the announcements for thishunt group.

Queue threshold alertSupervisors and administrators can set an alert to occur at a selected analog extension port whenthe number of calls queued against a hunt group exceeds a threshold.

Typically the alert is a loud ringer or other alerting device. The alert does not present a call.

Voicemail operationThe system supports voicemail for hunt groups in addition to individual user voicemail mailboxes.When a caller is directed to voicemail to leave a message, the system indicates the target user orhunt group mailbox. The mailbox of the originally targeted user or hunt group is used. This applieseven if the call has been forwarded to another destination. It also includes scenarios where a huntgroup call overflows or is in fallback to another group.

Previously the unanswered calls to a hunt group were sent to voicemail when reached the group'sno answer time. From 11.1FP1 onwards the unanswered calls are forwarded to the group'sfallback destination, by configuring to an extension number, system short code or voicemail. Theconfiguration is done through the Group > Fallback tab.

• Voicemail On is configured through Group No Answer Destination through Group >Fallback.

• Voicemail Answer Time is configured through Group No Answer Time through Group >Fallback.

Hunt groups



Chapter 11: IP Telephony features

Related linksAuto-create extensions on page 53Avaya cloud authorization on page 53Direct media path on page 54Early media and PRACK support on page 54Fast start on page 54Fax transport on page 55Inbound call directory name display on page 55Out of band DTMF on page 56PAI and privacy headers on page 56Silence suppression on page 56SIP features on page 57Voice compression on page 60

Auto-create extensionsImplementation engineers can configure IP Office to create extension entries for new IP phonesadded onto the local area network.

This feature should only be used when installing a new system or a large number of phones. It isautomatically disabled 24-hours after being enabled.

Related linksIP Telephony features on page 53

Avaya cloud authorizationUsing Avaya cloud authorization, you can configure the Avaya Workplace Client connection usingyour Google, Office 365, Salesforce account, Avaya native spaces email account, or EnterpriseAccount (SSO).



You can configure the Avaya Workplace Client settings automatically using your email address orthe automatic configuration web address.

Enabling Avaya cloud authorization automatically uses your network login and password to accessdifferent enterprise systems with a single sign-on. Using Avaya cloud authorization, you do notneed to separately login to each system or service in your organization.


Direct media pathDirect media path allows the speech path between two IP extensions (after call setup) to be routeddirectly to each other. This allows the system to free up voice compression resources afterestablishing the end to end connection, allowing the resources to be used in the most efficientway.


Early media and PRACK supportIP Office supports in-band announcements such as:

• Branding from discount or bulk long distance providers• Progress indications when extraordinary wait times are inherent in the call scenario, for

example when trying to locate a cell phone• Country-specific ring back and other progress tones• Conferencing in the IP domain before call answer, for example, in call recording scenarios or

for automatic dialers' conferencing in agents

Implementation engineers can configure SIP trunks to support early media by adding the 100rel toSupported header in the INVITE parameter.


Fast startImplementation engineers can configure fast start on an IP extension to reduce the protocoloverhead allowing an audio path to be established more quickly.

IP Telephony features




Fax transportIP Office supports Avaya proprietary and T.38 fax transport protocols.

Avaya proprietary fax transport protocolFax calls route over VoIP trunks between IP Office systems on an IP network using a proprietaryAvaya transport protocol.

T.38 fax transport protocolIP Office supports the T.38 protocol for fax messages transmission between IP Office and SIPtrunks and SIP extensions.

Platforms IP500 V2 with a VCM32 or VCM64 module. Linux based Server Editionservers.

Trunk types SIP

Extensions SIP

Transport layers UDPTL with optional redundancy error correction

Versions 0–3

Call types Voice calls with transition to fax relay on detection of fax tones and callswhich are negotiated as fax-only.

Fax fallback SIP Trunks and SIP Extensions can now configure the Fax TransportSupport to T38 Fallback so that outgoing fax calls use T.38 fax, but when thecalled destination doesn't support T.38 and rejects the call, a re-invite is sentfor fax transport over G.711. Incoming audio calls that detect fax tones alsoinitiate fax transport using T.38 Fallback. This allows IP Office to supportadditional deployments where T.38 fax may not be universally available.


Inbound call directory name displayAdministrators can select either the CLID or directory name as the default display for inboundcalls.

Fax transport




Out of band DTMFImplementation engineers can configure out of band DTMF on IP extensions to signal to the otherend of a connection the digits to be regenerated by a local DTMF generator on behalf of thesending IP extension. This is useful when navigating external voicemail systems and auto-attendant systems.


PAI and privacy headersPAI and privacy header defaults allow callers and calling parties to have anonymity while stillproviding necessary billing and traceability information, and emergency 911 information to thenetwork. This feature satisfies the functionality with implementation guidelines outlined in theSIPconnect 1.1 Technical Recommendation.


Silence suppressionSilence suppression makes the best use of available bandwidth, such as the connection overwhich the caller is listening, not speaking. Silence suppression works by sending descriptions ofthe background noise, rather than the actual noise itself, during gaps in conversation, therebyreducing the number and frequency of voice packets sent on the network. Background noise isvery important during a phone call. Without noise the call will feel very unnatural and give aperception of poor quality. Ensure that silence suppression configuration matches at both ends ofthe SCN trunk for correct operation and also for improved sound quality.





SIP featuresSIP endpoints are supported on IP Office audio (voice) and T.38 fax communication using SIPterminal adapters. Users can use standards-compliant IP phones using the open SIP standard,offering a choice of endpoints including special purpose devices such as conference phones, hotelphones and terminal adapters.

IP Office supports Avaya 1100 and 1200 series phones using the SIP protocol. The phone userinterface can vary when used on BCM with UNIStim. For example, with SIP, the 1100 and 1200series IP phones only support a single call appearance although multiple calls are supported bythe 1100 and 1200 series phones.

Note:

These phones are only supported on IP500 V2 control units.

In pure SIP systems, IP Office expands the feature set beyond the SIP standard offering featureson SIP endpoints delivering features consistently between SIP and Avaya digital and IP endpoints.

Note:

In order to use a non-Avaya SIP endpoint with IP Office, obtain a Third-party IP Endpointlicense from Avaya. This license supports endpoints based on the H.323 standard and isrequired for generic SIP endpoints on IP Office. Avaya IP Office SIP phones use the Avaya IPEndpoint license.

PSTN toll bypassToll bypass allows each system to leverage the trunk connections of the other system in thenetwork to avoid international and long distance charges.

Standard call features• Basic Call Completion• Handling of busy called party• DTMF and ring-back tone• Hold and Retrieve• Transfer• Call Waiting presentation• Called Number display• Calling number and name display• Abandoned call• Single call appearance

Advanced call featuresSIP endpoints support a number of extended features according to the SIP service samples, alsoreferred to as “Sipping-19”. Features include:

• Calling line identification

SIP features



• Hold/Consultation Hold• Attended/Unattended Transfer• Message waiting• Do not disturb• Conference Add• From in Clear when privacy is requested• User agent header (configurable) included to identify call in SIP trunks for troubleshooting• Busy lamp keys with speed-dial, status indication, and pickup• Self-labeling feature keys for softkey support including a Special feature key. The supported

features are also available pressing a feature key plus the appropriate feature code. Thefeature codes are identical to the features codes from BCM

Feature activation key featuresA large number of additional features are supported on IP Office using feature activation keys.These features include but are not limited to:

• Call forward: Unconditional/Busy/no Answer• Follow me• Park/Unpark• Music on Hold• Meet me conferencing• Conference join• Ring back when free• Multiple call appearances

Note:Does not include bridged appearances or outside-line appearances.

CTI featuresThe new centralized CTI web service API provides a more open platform to allow third parties addvalue and build solutions. Support is provided for distributed (IP Office Server Edition and SCN)environment – not limited to nodal as per current TAPI. Centralized CTI web service API isdependent on Avaya one-X® Portal access for the users. Creating a new user in IP Office with thenew API does not require a reboot. SIP endpoints support the following CTI-based features usingthe TAPI interface:

• Outgoing call (without remote activation of speakerphone/headset)• Hang up• Hold• Attended/Unattended transfer• Conferencing




• Voicemail collect• Set forwarding/DND (IP Office based)• Park/Ride (IP Office based)

Video conferencingVideo conferencing is supported in the following configurations:

• Local system• Small community network• Video-ready SIP trunk such as Avaya Aura®

All video communication is end-to-end; IP Office does not natively manage or perform videoconferencing.The softphone application handles video conferencing. IP Office video conference supports thefollowing features using feature access codes:

• Make calls to all phones and trunk lines as audio only• Receive audio calls• Call forwarding• Forward to voicemail recording audio streams, not video.• Application sharing• Accept several video calls in parallel to leverage the Multi-Conference Unit (MCU)

functionality, for example, the Avaya 1040 systemVideo requires high network bandwidth, depending on codec video quality it can be up to 1 Mbit/sec. IP Office supports with H.263 and H.264 codecs. During planning, a network assessmentidentifies the bandwidth requirements. Refer to product details for video requirements. Typicalbandwidth requirements for HD video are:

• 1010: 1 Mbps for 720p/30fps• 1040:

- 768 Kbps for 720p 30fps- 1.1 Mbps for 720p 60fps- 1.7 Mbps for 1080p 30fps

Parameters for passing User to User Information (UUI)IP Office passes on the received UUI information element back to the public network in case of atransit call. This feature is supported only on SIP trunks and the UUI information element is notpassed internally to other elements in the solution such as IP Office Contact Center, , and so on.The UUI information is not mapped to any other trunks types such as ISDN or H.323. IP Officecarries the UUI information using a proprietary IP Office field.Two new parameters are added in the SIP Advanced tab, Identity group, called Add UUI headerand Add UUI header to redirected calls. The Add UUI header to redirected calls field is dependenton the Add UUI header field and can be selected only when Add UUI header is selected. Thedefault value for the field is false. These configuration items are a mergeable feature andapplicable to Standard and Server Edition mode on all supported IP Office platforms.

SIP features



SIP Line AppearancesTrunk line selection enables the familiar line appearance operation on Powered by Avaya(Release 3.0) or IP Office Essential Edition, Server Edition, and IP Office Select. The featureprovides easier migration from familiar analog line appearances to SIP line appearances. Lineappearance buttons for SIP URIs looks and operates in the same way as the analog trunkappearances. SIP trunk appearances is supported on all phones that support line appearances.

Route incoming SIP trunk calls based on an optional SIP headerThis feature enables IP Office to route incoming SIP trunk calls based on optional SIP header P-Called-Party. IP Office reads the P-Called-Party ID header in the SIP message and routes theincoming SIP calls based on it. As P-Called-Party-ID is an optional header it is not parsed bydefault and it has to be explicitly configured. IP Office uses it for call routing only when theconfiguration option is selected and the header is present in the incoming SIP call. If theconfiguration item is checked and the header is not present IP Office uses the header configuredin Call Routing Method for Incoming Call Route. P-Called-Party-ID is not used for SM trunks andSIP phones and IP Office does include this header in any outgoing messages.

Security enhancements for registration of SIP devicesThis security enhancements enable administrators to allow or disallow registration of SIP devicesin IP Office based on their User Agent strings. Administrators can use the configuration settings toadd, modify, or remove SIP User Agent strings to SIP UA Blacklist, SIP UA Whitelist, and IPWhitelist. Subsequently, the Allowed SIP User Agents setting can be used to select which SIPUser Agents are allowed for registering with IP Office. A default blacklist comes preconfigured withsome known malicious user agent strings and can be updated as required. The lists can beconfigured using Web Manager and Manager.

SIP and H.323 Registrars disabled by defaultFor enhanced security with IP Office R 11.0 FP4, the H.323 and SIP Registrars are disabled bydefault. Whenever a new H,323 or SIP extension is added and the corresponding registrar is notenabled, IP Office system displays a warning message and prompts administrators to enable theRegistrars. When resiliency support is enabled on an IP Office Line in systems having IPextensions and the systems do not have the corresponding registrars enabled, IP Office systemdisplays a warning message and prompts administrators to enable the corresponding registrars.


Voice compressionIP Office supports a wide range of voice compression standards including G.711, G.722 andOpus. The method of compression can be either automatically established on a call-by-call basisor configured on an individual extension basis.

Voice compressionG.722 is supported on the following types of Avaya phones:

• J100 Series




• 9600 Series• B179 conference phones• 1100/1200 IP phones

Opus is supported on the following:• J100 Series• Avaya Workplace Client


Voice compression



Chapter 12: Branch telephony

Related linksTelephony services on page 62Survivability for centralized users on page 63Messaging on page 65

Telephony servicesThe Branch solution provides telephony services to centralized users and IP Office users.

IP Office users obtain telephony services from the local IP Office. The Branch solution supports allhard and softIP Office endpoints. For a list of IP Office endpoints, see “Phones” in IP500/IP500 V2Installation (15-601042).

Centralized users register to the Avaya Aura® Session Manager and obtain telephony servicesfrom the Avaya Aura® Communication Manager Feature Server or Evolution Server in theenterprise core. Centralized users can use one of the following supported centralized endpoints:

• 9620 SIP

• 9630 SIP

• 9640 SIP

• 9650 SIP

• 9601 SIP

• 9608 SIP

• 9611G SIP

• 9621G SIP

• 9641G SIP

• 1120E

• 1140E

• 1220

• 1230



• Avaya B179

• Avaya J129 IP Phone






• Avaya Workplace Client for Windows

Note:

Avaya Workplace Client and Avaya Vantage™ are not supported for centralized users on branchsolution.

Related linksBranch telephony on page 62

Survivability for centralized usersIf WAN connectivity to the Avaya Aura® Session Manager is lost or if all deployed Avaya Aura®

Session Manager servers are down, centralized users automatically get basic telephony servicesfrom the local IP Office with survivability or rainy day mode. The telephony features provided bythe IP Office in rainy day mode are limited compared to the features that are normally provided tothe centralized phone.

The following features are available on Centralized SIP phones when registered to IP Office inRainy day mode:

• Make or receive calls to or from other endpoints in the branch and to or from any type of localPSTN trunk

• Caller ID

• Multiple call appearances but not bridged appearances

• Call hold and consultative hold

• Music on hold

• Attended call transfer

• Unattended call transfer

• Three-party ad-hoc conferencing done locally on the phone, as well as capability to dial intoMeet-Me conferencing on IP Office up to 64-party conference

• Centralized voice mail coverage and access over PSTN, but no Message Waiting Indication(MWI)

Survivability for centralized users



• Automated Attendant

• Survivability mode indication on the phone screen

• Local telephone features: redial, mute, audio selection (speaker / headset / handset), CallLogs, Volume Control, local contacts, speed-dials, auto dials

• Station Message Detail Recording (SMDR) records stored on the IP Office for retrieval afterWAN recovery

• Hunt groups

IP Office can be configured with Centralized hunt groups for which IP Office processing is ineffect only in the Rainy day mode. The IP Office administrator must configure the hunt groupson the IP Office consistent with the configuration on the central Avaya Aura® CommunicationManager for the Sunny day mode.

• Call Management

IP Office can be configured with short codes using the Barred feature to restrict in the Rainyday mode what calls the Centralized user can make. The IP Office administrator mustconfigure this consistent with the Class of Restriction (CoR) configured on CommunicationManager, which is applied to the same user in the Sunny day mode.

• Send call to mobile phone

IP Office can be configured with Mobile Twinning to send calls for the Centralized user in theRainy day mode to a mobile number. The IP Office administrator must configure this on theIP Office consistent with the EC500 configuration on the central Communication Manager forthe same Centralized user.

• Call forwarding

Local Call Forwarding on the phone in the Rainy day mode can be configured. The CallForwarding set on Communication Manager in the Sunny day mode has no impact on thelocal behavior of the phone or on the IP Office behavior in the Rainy day mode. Also, thelocal Call Forwarding set on the phone works only in the Rainy day mode after failback.

• Authorization codes

IP Officecan be configured to support authorization codes that Centralized users can use inthe Rainy day mode. The IP Office administrator must configure authorization codesconsistent with the authorization codes configured on Communication Manager, which areavailable to the same Centralized users in the Sunny day mode. Centralized SIP phone usersin Sunny day will hear 3 beeps to indicate that an authorization code is required. In the Rainyday mode, the Centralized SIP phone users will hear 1 beep that repeats approximatelyevery 5 seconds.


Branch telephony



MessagingThe IP Office Branch solution supports IP Office voice mail systems and centralized voice mailsystems.

The following centralized voice mail systems are supported:

• Avaya Aura® Messaging

• Avaya Modular Messaging

• Avaya CallPilot®: Only supported in distributed branch environments connected to CS 1000.

The following IP Office voice mail systems are supported:

• Embedded Voicemail: Default IP Office voice mail system

• Voicemail Pro: Available with IP Office Preferred and Advanced editions

For information about the configuration requirements of each voice mail system, see ReferenceConfiguration for Avaya IP Office in a Branch Environment (15–604253).

In a stand-alone branch environment, the enterprise branch can only use an IP Office voice mailsystem.

In a distributed branch environment, the enterprise branch can choose an IP Office voice mailsystem or a centralized voice mail system for users. If the distributed environment is connected toCS 1000, users can also use Avaya CallPilot® as their voice mail system.

In a mixed or centralized branch environment, the enterprise branch can only use a centralizedvoice mail system.


Messaging



Chapter 13: Messaging features

Messaging enables users to manage all of their messages, both emails and voicemails, in oneplace. Since the main messaging platform is typically email, IP Office enables users to managevoicemails through the email system in order to keep all messages synchronized through one userinterface. IP Office offers two voicemail options: Embedded Voicemail and Voicemail Pro.

Voicemail in general provides a phone answering machine with a personalized greeting on everyemployee's desk and allows callers to leave spoken messages when the user cannot answer aphone call. Voicemail messages are retrieved either locally or remotely via any phone (users areprompted for a PIN if they are using any phone other than their allocated extension or a trustedlocation e.g. mobile phone).

The voicemail server is multilingual and can offer different prompts depending on the user'spreferred language, independently of the default system setup. Similarly, external callers can hearprompts in their own language depending on their incoming call route (for example, based on callerID).

Voicemail options available are:

• IP Office Essential Edition Embedded Voicemail enables some basic messaging through theability to forward voicemail messages to the user's email inbox.

• IP Office Preferred Edition

- Voicemail Pro - for single site use but use in an SCN from remote users

- Distributed Voicemail Pro - for multisite use in an SCN

- Centralized Modular Messaging - for use with Avaya Aura® Communication Manager

Related linksMessaging feature comparison on page 66

Messaging feature comparisonThe following table summarizes the operational and functional differences between the messagingapplications IP Office supports on the IP500 V2 control unit.



CapacitiesCapacity Voicemail Pro Embedded Voicemail

Number of mailboxes No Limit - Limited only by IPOffice configuration.

Limited only by IP Officeconfiguration.

Concurrent calls (ports) Up to 40 dependent on license 6 simultaneous calls

Message Capacity 64MB per mailbox

2 ports: Up to 15 hours



FeaturesFeature Voicemail Pro Embedded VoicemailRuns as a service Yes NoMultilingual support Yes YesVoicemail for individual users Yes YesVoicemail for virtual users Yes YesVoicemail for hunt groups Yes YesGroup broadcast Yes NoUnified Messaging Service (UMS) Option NoIntegration with MicrosoftExchange Server Option No

Capable to interact withBlackberry solution Option1 No

Resilience and Backup Option NoSmall Community Networkoperation Yes No

Centralized voicemail services Yes NoDistributed voicemail servers inan SCN Yes No

Voicemail Ringback Internal and external YesVoicemail Help TUI Yes NoMessage Waiting Indication Yes YesVisual Voice (interactive menu onphone display) Yes Yes

Integration with Phone ManagerPro Yes No

Personalized greetings Yes Yes

Table continues…

1 Requires UMS (enabled through the Power User, Office Worker and the Teleworker licenses) and MS Exchange Server2007/2010 with a mobility solution (for example a Blackberry) - not provided by Avaya.

Messaging feature comparison



Feature Voicemail Pro Embedded VoicemailExtended personal greetings Yes2 NoContinuous Loop Greeting Yes NoForward to email Yes YesCopy to email Yes YesListen to email (Text-To-Speech) Yes2 NoSend email notification Yes YesSave message Yes YesDelete message Yes YesForward Message to anothermailbox Yes Yes

Forward to multiple mailboxes Yes YesForward with a header message Yes YesRepeat message Yes YesRewind message Yes YesFast forward message Yes YesPause message Yes NoSkip message Yes YesOldest message first/newestmessage first Message PlaybackOption

Yes No

Set message priority Yes2 NoSet automatic message deletiontime frame Yes No

Alphanumeric Data Collection Yes2 NoCallers Caller ID, time and dateannounced Yes Yes

Call Back Sender (if Caller IDavailable) Yes Yes

Remote Access to Mailbox Yes YesUser Definable PIN Code Yes YesKnown Caller ID PIN Code By-Pass Yes Yes

Breakout to Reception Internal and external. Internal and external.

2 Intuity mode only.

Messaging features



In queue announcementsFeature Voicemail Pro Embedded VoicemailQueue Entry Announcement Yes YesQueue Update Announcement Yes YesQueue Position Announcement Yes NoTime in Queue Announcement Yes NoTime in System Announcement Yes NoEstimated Time to Answer (ETA) Yes NoExit Queue to alternative answerpoint Yes No

Auto-Attendant/AudiotexFeature Voicemail Pro Embedded VoicemailMulti-Level Tree Structure Yes YesMessage Announcements Yes NoWhisper Announce Yes NoAlarm Calls Yes NoAssisted Transfers Yes NoDial by Name Yes YesDirect Dial by Number Yes Yes

Other featuresFeature Voicemail Pro Embedded VoicemailCall Recording Yes NoTamper proofed/verified CallRecording Yes No

Test Conditions Yes NoPersonal Numbering Yes NoSpeaking Clock Yes NoCampaign Manager Yes NoVoicemail Pro Manager Yes NoCustomized voicemail Yes NoIntuity TUI emulation mode Yes NoForward Emails to externalsystems (VPIM) Yes Yes

Third-party database Access(IVR) Yes No

Text-To-Speech within call flows Yes NoSupport for Visual Basic Scripts Yes No

Messaging feature comparison



Related linksMessaging features on page 66

Messaging features



Chapter 14: Mobility features

Related linksHot Desking on page 71Remote access features on page 72Remote hot desking on page 72Remote Worker on page 73Telecommuter mode on page 76Twinning on page 76Fallback Twinning on page 77Simplified Mobile Access on page 78VPN Phone on page 78

Hot DeskingHot desking allows users nonexclusive use of the a single extension.

Users log with their own identity so they can receive calls and can access their voicemail andother facilities. For example, sales personnel who visit the office infrequently can be provided withtelephony and voicemail services without being permanently assigned a physical extension. Whenfinished, they simply log out to make the extension available to others or if users log in at anotherphone, they are automatically logged out of the original extension.

Support for Hot desking on SIP function phones such as J129 and H175 are not available from IPOffice Release 10.1. This includes Hot desking through CTI or the standard short codes; *35 and*36 by default. The SIP function phones on IP Office do not support clearing of user contacts andcall history when a new user logs in to those phones through Hot desking. This can result in oneuser having visibility to another user’s contacts and call history information.

Related linksMobility features on page 71



Remote access featuresIP Office's integral firewall, service quotas and timebands all apply to remote access calls. Remoteaccess security can be supplemented by CHAP (encrypted passwords) to verify the end users, orPAP which does not support encryption. Timebands can control the hours within which the remoteaccess service is available.

A trusted location can be set for dial in. These are locations that the system will allow either dataaccess, for example, a user dialing in from home, or access to voicemail without a voicemail codefor a user collecting their voicemail messages from a mobile. The trusted location is also thelocation the voicemail server will call to inform the user of a new message.

Conversely a specified location can be set which restricts remote access from only that location,this specified location can also be a designated dial back number thereby minimizing the threat ofunauthorized remote access.

IP Office can also incorporate remote access dial back services so that if a user always remotelyaccesses the office from a single location, for example, their home, then after login verification, thesystem disconnects their call and dials them back. In addition to the added level of security dialback provides, it can also be an excellent method of consolidating remote access charges ontothe central office phone bill.

In addition to remote access from phone adaptors, all ATM4 trunk cards (including the IP500 V2Combination Card ATM) support switching of the first analog trunk to an integral V.32 modem forremote access.


Remote hot deskingUsers can make and receive calls from any office as if using the phone on their own desk. Usershave access to the centralized system and personal directory as well as their call logs (availableon digital, analog and IP phones).

When a user logs in to a remote IP Office system, all their user settings are transferred to thatsystem.

• The user's incoming calls are rerouted across the SCN.

• The user's outgoing calls use the settings of the remote IP Office.

• However some settings may become unusable or may operate differently. For example, if theuser uses a time profile for some features, those feature will only work if a time profile of thesame name also exists on the remote IP Office.

IP Office supports remote hot desking between IP Office systems within an SCN. The system onwhich the user configured is termed their “home” IP Office, all other systems are “remote” IPOffices. No additional licenses are required to support remote hot desking other than the Voice

Mobility features



Networking license on each IP500 V2 within the SCN. A single number provides improved mobilityand easy access to familiar features. For example consultants, managers, and lawyers can usetheir phone services at different offices on different days.

In some scenarios a hot desking user logged in at a remote system will want to dial a numberusing the system short codes of another system. This can be done using either short codes withthe Break Out feature or a programmable button set to Break Out. This feature can be used byany user within the SCN but is of significant use to remote hot deskers.

Note:

Remote hot desking is not supported for use with contact center. Features handled by thephone itself are not affected by hot desking, for example, call log and phone speed dials)


Remote WorkerRemote Worker allows the connection of supported IP phones and client applications remotelyfrom IP Office, without requiring any VPN concentrator equipment with IP Office.

With the Remote Worker feature enabled, remote 9600 H.323 or SIP J100 IP Phones can connectto IP Office even if it is located behind a NAT router. The same applies to supported clientapplications, see supported SIP endpoints on page 73. The sets or applications areauthenticated on IP Office in the same way as if in the private network. The IP Office determinesthat the user is located outside the private network and relays the VoIP RTP traffic to ensure ittransverses the NAT router.

The following 9600 phones are supported:

• 9620, 9630, 9640, 9650

Note:

The H.323 signaling and the media traffic is not encrypted however the proprietary binaryformat adds a basic level of encryption.

• 9608, 9611, 9621, 9641

Note:

The H.323 signaling and media traffic may be encrypted using TLS and SRTPrespectively.

The following SIP endpoints are supported:

• Avaya J100 Series IP Phones:

- J129 (Standard SIP phone)

Remote Worker



- J139, J159,J169,J179, J189 (SIP Feature phones)

• Avaya Vantage™ 2.2 version: K165, K175 and K155

• Avaya Vantage™ 3.0 version and above: K175 and K155

• Avaya Workplace Client platforms:

- Avaya Workplace Client for Windows

- Avaya Workplace Client for Android

- Avaya Workplace Client for Mac

- Avaya Workplace Client for iOS

• B179

• B199

To reach the IP Office from the remote private network, remote IP phones or client applicationsneed to be configured to point to the public IP address of the NAT router hosting IP Office.Configurable ports need to be forwarded to IP Office. IP Office requires a valid public IP addressconfigured for the feature to function. The public IP address can be statically configured ordynamically discovered via a STUN server.

Administrators enable Remote Worker feature using IP Office Manager. To use the RemoteWorker feature, you require the Essential Edition license. The Essential Edition license provides 4remote workers.

Additional Remote Workers can be configured if those additional users are licensed andconfigured with either Teleworker or Power User user profiles

Note:

On Server Edition systems, the Remote Worker is supported for all user profiles (Basic User,Office Worker and Power User)

Mobility features



Figure 1: Remote Worker interactions

SIP phones using Avaya SBCEThe Avaya Session Border Controller for Enterprise (Avaya SBCE) sits on the edge of customer’snetwork with both internal and external IP interfaces. Using these IP interfaces, Avaya SBCEfunctions as the gateway for SIP traffic into and out of the network. When used internally, SIPclients register to the IP Office directly. When used externally, the SIP clients connect to the AvayaSBCE. This is achieved using Split DNS, which automatically resolves the FQDNs to the internalIP address of the IP Office or the public IP address of the Avaya SBCE depending on where theclients are currently located. Apart from acting as a gateway, Avaya SBCE also providesprotection against any external SIP-based attacks. For privacy over the public internet, the publicside of the Avaya SBCE facing the remote workers must be configured to use the recommendedvalues of TLS for signaling and SRTP for media encryption, as long as they are supported by theendpoints.The following endpoints are supported as IP Office Remote Workers with Avaya SBCE.

• Avaya J100 Series IP Phones:- J129 (Standard SIP phone)- J139, J159, J169, J179, J189 (SIP Feature phones)

• Avaya Vantage™ 2.2 version: K165, K175 and K155Avaya Vantage™ 3.0 version and above K175 and K155

Remote Worker



• Avaya Workplace Client platforms:- Avaya Workplace Client for Windows- Avaya Workplace Client for Android- Avaya Workplace Client for Mac- Avaya Workplace Client for iOS


Telecommuter modeUsers can make and receive calls and the retrieve voicemails from an external phone number as ifthey were in the office, with the server providing the call control.

The typical scenario is the remote worker that occasionally works from home or from a hotel room.This feature also provides billing convenience and potential cost savings for remote workers andmobile work force as all the calls are established by IP Office. There is no need to check bills or topay for expensive hotel calls.


TwinningTwinning allows a primary extension and a secondary number (extension or external) to operatetogether as a single phone.

Twinning allows calls to a user main extension number to alert at both that extension and asecondary extension. This feature is aimed primarily at users who have both a desk phone and awireless extension. Calls from the secondary twinned extension are presented as if from the user'smain extension. Presentation of call waiting and busy is based on whether either of the twinnedextensions is in use.

When a call is presented to the primary phone the secondary will ring. If the primary phone doesnot ring, for example in Do Not Disturb, the secondary phone will not ring.

This is typically used in scenarios like workshops or warehouses where team supervisors mayhave a desk with a fixed phone but also have a wireless extension (e.g. DECT). When a call ismade from either twinned phone, the call will appear to have come from the primary phone. Otherusers of the system need not know that the supervisor has two different phones. The supervisor’sCoverage Timer and No Answer Time are started for the call and if the call is not answered withinthat time, the call will be delivered to available coverage buttons and then voicemail.

Mobility features



The following features are supported with twinning:

• Follow Me To

• Follow Me Here

• Forwarding

• Do Not Disturb (including exceptions)

• Context less hunt group actions: Membership/Service Status/Fallback Group configuration

• Voicemail On/Off/Access

• Call Log (Central Call Log for T3 and 1600 phones only)

• Redial (Central Call Log for T3 and 1600 phones only)

• Personal Directory Entries (for T3 and 1600 phones only)

Mobility features include:

• Mobile (external) Twinning

• Mobile Call Control

• Mobility Callback


Fallback TwinningIP Office redirects calls to the users twinned external phone numbers when the primary extensionsare unreachable even when the Mobile Twinning is disabled. This feature provides a mechanismfor failing over to an external device such as mobile and PSTN if a customer site supporting IPOffice phones loses connectivity with the Cloud data center.

The following two short codes are available for disabling and enabling mobile Fallback Twinning:

• Set Fallback Twinning Off: To disable Fallback twinning

• Set Fallback Twinning On: To enable Fallback twinning

When Fallback Twinning feature is enabled:

• If Mobile Twinning is enabled – the only change will be to ignore the Mobile Dial Delay settingif the user’s devices are unreachable.

• If Mobile Twinning is disabled – and if the user has no reachable devices, the normalevaluation of all Mobile Twinning conditions is performed, and if met, calls are redirected tothe twinned mobile number immediately, that is, ignoring the Mobile Dial Delay setting.


Fallback Twinning



Simplified Mobile AccessThe standard behavior of the Mobile Call Control feature gives a Mobile Worker fresh dial-tone if acall recipient clears its call. This is intended operation as it prevents the Mobile Worker fromdialing in again to make any further calls. Simplified Mobile Access introduces a new set of FNEs(FNE35, FNE36, and FNE 37) to clear the call on call completion; no dial-tone is provided after thecall ends.


VPN PhoneVPN Phone is a full-featured IP telephony solution that provides secure communication overpublic ISP networks to IP Office at the company headquarters. VPN phones provide full telephonyfeatures available at the user's desktop to a remote location like a home-office. There is norestriction on VPN phone usage.

VPN Phone is a software-only feature on the standard 5610/5620/5621 or 4610/21 IP phones. Incombination with one of these phones and the most popular VPN gateway products, the softwareextends enterprise telephony to remote locations. VPN functionality is supported on 9600 IPphones and does not require additional software.

VPN Phone works in the following situations:

• Virtual Office workers

• Remote workers

• Remote call center

• Business continuity support

• Very small locations that require a single phone only

• Temporary installations such as conferences, off-site meetings, and trade shows

Note:

J100 phones with SIP do not support VPN phone.

VPN Phone has been tested with a number of VPN-gateways from major vendors like Cisco orJuniper as well as with smaller VPN-access devices from companies like Adtran, Kentrox,Netgear, and SonicWall. Refer to the support pages (support.avaya.com) for a list of availableapplication notes on VPN-gateways tested with each line of phones.


Mobility features



Chapter 15: Network features

Related linksAlternate Route Selection on page 79Auto Connect on page 80Callback on page 80Firewall on page 80Internet Access on page 81Network Numbering Schemes on page 82Service Quotas on page 82Time Profiles on page 82Multisite networking on page 83Networking services on page 85

Alternate Route SelectionIf a primary trunk is unavailable, then Alternate Route Selection (ARS) provides automatic fallbackto an available trunk, for example, analog trunk fallback if a T1 or SIP trunk fails, or use PSTN forSCN fallback.

By configuring ARS, the system can route calls through the optimum carrier. You can also usetime profiles to take advantage of less expensive rates or better quality at specific times of day.

Multiple carriers are supported. For example, local calls are to go through one carrier betweenspecific hours and international calls through an alternative carrier. Carrier selection using two-stage call set up through in-band DTMF is possible. It is possible to assign specific routes on a peruser basis to only allow expensive routes to be used by critical staff.

Related linksNetwork features on page 79



Auto ConnectIf a service is idle, that is no one is using the internet, Auto Connect allows the system toperiodically connect to a service. This is ideal for mail polling to retrieve email from an internetservice provider. An Auto Connect Time Profile controls the time period during which automaticcalls are made, for example not at weekends or during the middle of the night.


CallbackThree types of call back are supported:

Link ControlProtocol (LCP)

After authentication the incoming call is dropped and an outgoing call ismade to a predefined number to reestablish the link.

Microsoft CallbackControl Protocol(CP)

After authentication from both ends, the incoming call is dropped and anoutgoing call to a predefined number made to reestablish the link.

Extended CallbackControl Protocol(CBCP)

Similar to Callback CP however, the Microsoft application at the remoteend will prompt for a phone number. An outgoing call will then be madeto that number to reestablish the link.


FirewallIP Office integrated firewall provides packet filtering of the most common IP protocols includingFile Transfer Protocol (FTP) and Internet browsing (HTTP). Each protocol passing through thefirewall can be restricted/allowed access in four different ways:

Drop No sessions using this protocol will be allowed through the firewall.

In An incoming session can get through the firewall to allow traffic in both directions.

Out An outgoing session can get through the firewall to allow traffic in both directions.

Bothway An incoming or outgoing sessions can get through the firewall to allow traffic in bothdirections.

Network features



In cases where a protocol is not supported by default, the firewall can be customized to controlpackets based on their content.

IP Office allows the configuration of as many firewalls as needed through IP Office Manager. Thispermits different security regulations to be applied to individual dial-in users and data services.


Internet AccessIP Office provides shared, secure, high-speed access to the internet via exchange lines (CentralOffice), digital leased lines or IP VPN services.

IP Office handles internet security with an integrated firewall removing the need for a standalonefirewall. System administrators can configure the firewall to accommodate a variety of situationsand to control who can access external resources and when.

The firewall isolates private networks from the internet, ensuring that the network remains beyondthe reach of hackers, while allowing service quotas to be set against a remote access service toensure authorized users can gain access. Service Quotas place a time limit on outgoing calls to aparticular IP Service so limiting costs.

Each service can be configured with an alternative fall back, for example, to connect to an ISPduring working hours and at other times take advantage of varying call charges from an alternativeISP. Or, set up one service to connect during peak times and another to act as fallback during thecheaper period.

Figure 2: Internet access


Internet Access



Network Numbering SchemesIP Office provides flexible network numbering options. The system can manipulate dialed digitsadding or removing digits and access codes to fit into any numbering scheme. Two types ofnumbering schemes are commonly deployed: linked numbering and node numbering.

In linked numbering schemes each site within the network has a unique range of extensionnumbers and users simply dial the extension number of the called party. Often, linked numberingschemes are used in very small networks (less than 5 sites) with less than 500 extensions.

With node numbering schemes, each site is given a node ID and this is prefixed by the user whendialing extensions at other sites. In this way extension numbers can be replicated across siteswhile still appearing unique across the network. Node numbering schemes are common in largernetworks.

Linked numbering schemes and node numbering schemes are sometimes both used within thesame network with node numbering used at the large offices and linked numbering employed atclusters of satellite offices.


Service QuotasIP Office can be configured to limit the maximum number of minutes that a service, such asInternet Access, is available for each user. This is the sum total of calls made and does notinclude periods of inactivity. Once the quota has been used the service is no longer available. Thequota can be either automatically refreshed daily, weekly or monthly or manually refreshed bydialing a secure feature code on a handset.


Time ProfilesTime Profiles can be used to define when a Service, Hunt Group, Least Cost Route, ConferenceBridge or a user's dial-in facility are operational. For example, a time profile can be used to routehunt group calls to a manned extension or voicemail outside of office hours, or be used to applydifferent Least Cost Routes at varying times of day to take advantage of cheaper call rates.Multiple Time Entries can be created so that a Time Profile can be used to define specific hours inthe day e.g. 09:00-12:00 and 13:00-17:00. Outside of a Time Profile, voice calls would be re-routed according to the configuration but any currently connected calls at the time the Time Profilechanges would not get cut off as the change only affects the routing. Data calls will get cut off as

Network features



the time profile goes out of service but a new data call will start immediately if specified. TimeProfiles can also be based on specific calendar dates to make allowance for public holidays orother events.


Multisite networkingWhen connecting IP Office systems together over IP or packet-based networks, Small CommunityNetworks (SCNs) enhance feature transparency. These networks can support up to a maximum of1000 users across 32 sites.

IP Office supports the following features in an SCN environment:

Basic call setup (voice) Supported by H.323 and SIP on IP trunks

Call Hold (local) Supported by H.323 and SIP on IP trunks

Call Transfer (local) Supported by H.323 and SIP on IP trunks

Called/Calling Name Supported by H.323 and SIP on IP trunks

Called/Calling Number Supported by H.323 and SIP on IP trunks

Busy Lamp Field (BLF)

Camp-on

Call Back When Free

Paging

Pickup

Location based timezones

Different times zones for group of extensions based on locations.For 96xx, 16xx, 11xx/12xx, D100, and E129 phones

Centralized PersonalDirectory

For 1400, 1600, 9600 and T3 phones and Avaya one-X® Portal forIP Office

Centralized SystemDirectory

For 1400, 1600, 9600 and T3 phones and Avaya one-X® Portal forIP Office

Centralized Call Log For 1400, 1600, 9600 and T3 phones and Avaya one-X® Portal forIP Office

Multisite networking



Centralized Voicemail Preferred Edition. Support for mailboxes, call recording, dial byname and auto attendants. Remote queuing on remote systems isalso supported.

Distributed/BackupVoice Messaging

Internal Directory

Absence Text

Anti-Tromboning

Distributed Hunt Groups Hunt groups can include users located on other IP Office systemswithin the network.

Remote Hot Desking Users can hot desk between IP Office systems within the network.The system on which the user configured is termed their home IPOffice; all other systems are remote IP Office systems.

Breakout Dialing This feature allows the user to select an IP Office system in thenetwork from a displayed list and then dial a subsequent numberas if dialing locally on the chosen system. This feature is triggeredeither by a programmable button or short code.

ResiliencyAs an example, in an SCN configuration of System A and System B where the centralizedvoicemail is connected to System B, and a number of IP phones are connected to either System Aor System B. If System B fails then:

• System A will automatically take over from System B and support IP phones, hunt groups,and DHCP if required.

• Voicemail Pro will reregister to System A.• For users in an SCN, when they hot desk to another IP Office system, they retain their

licensed profile setting as configured on their home system.• All System B users' personal contacts and call logs will continue to be available (96x1, 9600,

and 1600 phones).For multisite networks, VCM modules are required in all systems being connected. The IP linesmay be configured in a start or a meshed configuration. One of the advantages of a meshedconfiguration is that it removes the risk of a single point of failure within the network. Also thenames and numbers (groups, line, services, etc.) on the separate IP Office systems should beunique to reduce potential maintenance confusion.EachIP Office system broadcasts UDP messages on Port 50795. These broadcasts typically recurevery 30 seconds but BLF updates are potentially more frequent. There are no updates if there isno activity and the overall level of traffic is very low - typically less than 1 kbps per system.Multisite networking is supported between IP Office systems with differing software levels butnetwork features will be based on the lowest level of software within the network. This option is

Network features



intended to allow the phased upgrading of sites within a multisite network and it is stillrecommended that all systems within a network are upgraded to the same level where possible.If larger networks are required Q.SIG can be used to link multiple SCNs together. Functionalitybetween the communities is governed by the Q.SIG feature set.

Voice networking licensesOn IP500 V2 systems, multisite networking (with SCN) requires one or more additional licenses.Server Edition Expansion (V2) systems do not require voice networking licenses.Q.SIG, H.323 and SCN capabilities are not enabled by default on IP500 V2. An additional licenseis required to enable this functionality with 4 simultaneous networking channels (no channel limitfor Q.SIG). Additional channels can then be licensed in increments of 4. A Voice Networkinglicense is still required to enable TDM Q.SIG, even though there is no limit to the number of TDMQ.SIG calls that can be made or received once licensed.


Networking servicesRelated links

Network features on page 79Dial-Up Circuit Support on page 85DHCP Server on page 86Domain Name Service (DNS) Proxy on page 86LAN/WAN Services on page 86LAN to LAN Routing on page 87Integral 10/100 Mbit Layer 3 Ethernet Switch on page 87Leased Line Support on page 87Remote Access Server on page 88SSL/VPN Remote Access on page 88

Dial-Up Circuit SupportWhere the amount of traffic does not justify the cost of a dedicated leased line, the system canprovide data connectivity via ISDN dial-up circuits using its E1/T1 or Basic Rate trunks. Wheredata speeds greater than a single channel are required (64K/56K), additional channels can beadded to the call as and when they are needed.

Related linksNetworking services on page 85

Networking services



DHCP ServerIP Office can manage your IP Network for you through its integral DHCP Server. IP Office can beconfigured to hold a pool of IP addresses for users on the Local Area Network. When a userpowers up their PC, the system will allocate them an IP address for the duration of their session.The DHCP server also provides the user's PC with the address of the Domain Name Service(DNS) server and the Windows Name Service (WINS) server. Alternatively, for customers whohave a separate DHCP Server, IP Office can be configured to obtain its address from that DHCPserver or be set with its own static IP address. IP500 V2 has two independent DHCP servers,each one dedicated to Layer 3 switched LANs.


Domain Name Service (DNS) ProxyDomain Name Service servers provide the translation of names such as www.avaya.com to thedomain's IP address required to establish a connection. IP Office provides this service to PCs onthe network by proxy.


LAN/WAN ServicesThe IP500 V2 supports a firewalled 2 port Layer 3 Ethernet Switch.

When computers on the LAN communicate they do not care where the destination is, they justsend messages with the address of the destination. These messages are likely to be received atall other computers on the same network but only one - the target destination - will act on themessage. Where the destination is on another network, the router is needed to be the "gateway"to the rest of the world and find the optimum route to send the message on to the destination. Therouter alleviates the need to establish and hold a call for the duration of a communication session(when messages or IP packets are being sent between source and destination) by automaticallyestablishing a connection only when data is to be passed. Routers may be connected togetherusing WAN (Wide Area Network) links that could be point-to-point leased lines, managed IPnetworks, Frame Relay networks or exchange lines (Central Office). The IP Office systemsupports all of these types of network connections.

IP Office has an integral router with support for bandwidth on demand that allows the negotiationof extra bandwidth dynamically over time. Where connection is over ISDN, IP Office initiates extradata connections between sites only when there is data to be sent or sufficient data to warrantadditional channels. It then drops the extra channels when they are no longer needed. The calls

Network features



are made automatically, without the users being aware of when calls begin or end. The rules formaking calls, how long to keep calls up etc, are configurable within IP Office.

It is possible to have several different routing destinations or paths active at any time linking theoffice to other offices and the Internet simultaneously.


LAN to LAN RoutingAll businesses now have a need for data routing whether it's a requirement to share resourcessuch as email servers, file servers and internet gateways, or seamlessly transport data betweensites or network to and from their customers and suppliers. This is why each IP Office platformoffers IP routing as standard.

Embedding a router within IP Office removes the costs, complexity and additional points of failureof external WAN multiplexers by allowing data and voice traffic to converge and share the networkresources of IP Office. These network resources can range from dial up ISDN connections, point-to-point leased circuits, managed IP networks or Frame Relay as IP Office supports all thesetypes of network connections.


Integral 10/100 Mbit Layer 3 Ethernet SwitchLayer 3 switching is particularly useful in situations where it is desirable to have a 'trusted' and'unsecured' network, where the 'unsecured' network is uncontrolled and carries public traffic on it.

It is possible to set up a firewall between two LAN segments using the IP Office layer 3 switch.IP500 V2 supports a two-port Layer 3 Ethernet switch with the firewall between them. Both ofthese switched ports have their own IP addresses (LAN1 and LAN2) and in order for traffic to passfrom one port to the other, a route is configured in the system's routing tables.


Leased Line SupportIP Office is capable of connecting to leased line services.

IP Office WAN services are supported over E1/T1 PRI trunks and BRI trunks. E1/T1 trunks can beconfigured to operate in a fractional mode for 'point to multi-point' applications i.e. a single 2Minterface could be treated as 3 x 512K and 8 x 64K going to 11 different locations. When using T1

Networking services



as a Leased Line it is possible to use the same circuit for switched circuit services. Not all types ofleased line are available in all territories, check for availability.


Remote Access ServerIP Office provides Remote Access Server (RAS) functionality allowing external users to dial in tothe local area network from modems, phone adaptors and routers.

Several of the previously described features and services can be applied to the dial-in users tocreate RAS capabilities. Dial-in users can be authenticated using either PAP or CHAP. Onceauthenticated the DHCP server can automatically assign the user an IP address to use whileconnected to the LAN. Individual time profiles and firewalls can be applied to the user restrictingwhat they have access to and when they have access. For further security and accounting ease,IP Office can automatically call a user back. This keeps the cost of the phone call on the companyphone bill removing the need to process individual expense claims.


SSL/VPN Remote AccessSSL/VPN remote access provides Avaya and Avaya partners with reliable remote access thatenhances service delivery while reducing the cost associated with truck rolls. The solution enablespartners of any size to create an infrastructure that automates management and maintenance ofIP Office systems.

IP Office software includes an embedded SSL/VPN client. On the server side (should the partnerdecide to host the server side), the partner will need to install a server (VM) and install the AvayaVPN Gateway (AVG) software. The Partner will establish the SSL/VPN Gateway configuration onthe IP Office so that the IP Office can trigger a secure tunnel back to the Gateway.

A username/password is setup during the configuration step for security purposes. A second levelof security is also provided with a server-side certificate authentication. A radius server will thenvalidate the username/password upon connection request initiated from the IP Office. Once thecredentials are validated, the secure remote access is established.

At a minimum, the partner needs to ensure that a broadband connection is available at thecustomer site. A partner deciding to host the server side can purchase (scale as you go) theSSL/VPN licenses based on how many simultaneous connections are required. The AVG softwareis installed on a VM server software (the partner can choose the server of their choice) and set upa radius server for username/password authentication. The same VM server can also act as aradius server or the partner can use a separate radius server or reuse an existing radius serverbased on their IT department's recommendations and security policy.

Network features



Partners wanting to host the server side gateway should refer to the Avaya enterprise portal formore detailed information about the Avaya VPN gateway solution (see https://enterpriseportal.avaya.com/ptlWeb/gs/products/P0623/AllCollateral).

SSL/VPN remote access provides the following functionality:

• Secure remote access at broadband speeds for enhanced support

• Simple configuration and deployment

• Scaling to accommodate future growth requirements

• Networking expertise not required at the customer site (No IT admin required at the customersite)

• No requirement to open holes in the firewall (Firewall-agnostic as the connection is initiatedfrom the customers' site to the Gateway)

• Connection can be “Always-ON” or can be initiated via Dial-Up or Phone.

• Facilitation of remote configuration, management, monitoring, diagnostics, and upgrades.


Networking services


https://enterpriseportal.avaya.com/ptlWeb/gs/products/P0623/AllCollateral

https://enterpriseportal.avaya.com/ptlWeb/gs/products/P0623/AllCollateral


Chapter 16: Phone features

Related linksAlerting/ring tone for covered calls on page 90Call history on page 90Caller ID on page 91Centralized Personal Directory on page 91Language on page 92On Hook Dialing on page 92Self-Administration on page 92Visual voice on page 92

Alerting/ring tone for covered callsUsers can choose how the covered call will alert and set the alert noise to low in open floor planoffices.

Users can set the alert signal (ring tone) for incoming calls for covered phones to the followingvalues:

• Ring (default)

• Abbreviated ring

• No ring

Related linksPhone features on page 90

Call historyIP Office keeps a record of calls made and received, including unanswered calls. Details are storefor both users (maximum 30 entries) and hunt groups (maximum 10 entries). The method ofoperation varies according to the phone type but in all cases the call records can be used forreturn calls.



Call history can display data for all calls, missed calls, inbound calls and outbound calls. Entries inthe call history can be used for return calls, sorted and added to the local directory or speed dials.Call log data is retained even after power down and a system reset. A centralized call log issupported in the SCN when using hotdesking maintaining consistency between desktop phonesand user productivity applications. Call log entries can be added to the personal directory.


Caller IDIf the service provider supplies a caller ID, IP Office can pass it to the answering phone orapplication and is includes it in any call log or history supported by the phone or application. If thecaller ID matches a number in the directory, IP Office displays the matching directory name.

If IP Office Phone Manager or TAPI service links to a database, IP Office performs an automaticquery on the supplied Caller ID and displays the caller's record to the user before the call isanswered.

For outgoing calls, IP Office can insert a system wide caller ID or set a flag to have caller IDwithheld. For users with a direct dial number routed to their extension, IP Office uses that numberas their caller ID for outgoing calls. Alternatively, IP Office can use short codes to specify the callerID that should be sent with outgoing calls.

Note:

Sending and receiving the caller ID is subject to the service provider supporting that service.The service provider may also restrict which numbers can be used for outgoing caller ID.


Centralized Personal DirectoryThe Personal Directory is a list of up to 100 numbers and associated names stored centrally in thesystem for a specific user. A directory entry can be used to label an incoming call on a callerdisplay telephone or on a PC application. The directory also gives a system wide list of frequentlyused numbers for speed dialing.

For example “Mr. Smith” can be displayed when a known Caller ID is received. A user can alsoselect Mr. Smith in the Directory List in Phone Manager, or on a display phone to speed dial thisnumber. All entries may be added, deleted or modified by Manager, , a telephone, or an externalservice. The personal directory data is sent/updated whenever the user is logged in a SCN.

Caller ID




LanguageAvaya digital and IP phone menus and displays are available in many languages and usually thesystem default setting will be applicable to all phones, however it is possible to have language seton an extension by extension basis, this will also change the language of menus for IP OfficeVoicemail.


On Hook DialingAvaya digital and IP telephones allow the user to make calls by just dialing the number on thekeypad, without having to lift the handset or pressing a speaker button. Usually the call progresscan be monitored using the speaker in the phone On phones that support hands free usage, theconversation can be had without having to lift the handset.


Self-AdministrationThe IP Office administrator may give select users the ability to change some of the phone settingsthemselves. The range of changes that the user can make depends on the phone.


Visual voiceUsers can access and control voice messages through the digital or IP phone display. Visual Voiceworks on Preferred or Essential Edition, and can only be used with large display LCD sets onlyfrom the 1400, 1600, 2400, 5400, 4600, 5600, 9500, and Avaya J100 Series IP Phones. (1403,1603, 1603SW, 2402, 5402, 4601, 4602SW, 5601, 5602SW do not support Visual Voice).

Phone features



On phones that have a display but do not support visual voice, mailbox access using voiceprompts and direct to voicemail transfer during a call is supported (does not include T3 and T3 IPphones).

Visual voice allows users to perform the following tasks:

• Access new, old and saved messages for personal and hunt group mailboxes

• Next and previous message

• Fast forward and rewind

• Pause message

• Save, delete and copy a message to other users of the system

• Change default greeting

• Change password

• Change email settings (Preferred Edition only)


Visual voice



Chapter 17: Appearance buttons

Many Avaya digital and IP phones have programmable buttons. These buttons can be assigned toappearance functions that allow the handling of calls.

Use the programmable buttons available on Avaya digital and IP phones to represent individualcalls. Answer, originate and join calls by pressing the appropriate appearance buttons. Theappearance buttons on the phone indicate calls connected and calls waiting. This allows the user tohandle multiple calls from a single phone.

Related linksLine appearance buttons on page 94Call appearance buttons on page 94Bridged appearance buttons on page 95Call coverage buttons on page 95Multiple Access Directory Number buttons on page 96

Line appearance buttonsLine appearance indicate users making and answering calls on a specific external trunk.

Line appearance buttons show the use of a trunk line on the system and tracks the activity on theline. Only external calls can be answered or made on line appearances. Line appearances can beused with Analog, E1 PRI, T1 PRI and BRI trunks PSTN trunks. They cannot be used with E1R2,Q.SIG and IP trunks.

Related linksAppearance buttons on page 94

Call appearance buttonsCall appearance buttons allow a user to make, answer and switch between multiple calls bypressing the appropriate call appearance button for each call.

On digital and IP phones that have programmable buttons, you can be set them as callappearance buttons using IP Office Manager. The number of call appearance buttons set for a



user determines the number of simultaneous calls they can make and answer. When callappearance buttons are used, a minimum of three call appearance buttons is recommendedwhere possible, although some phones are restricted to two call appearance buttons by thenumber or design of their programmable buttons. Where possible, the status of the calls (ringing,connected or held) is indicated by the button indicator.

Note:

Note that the use of call appearance buttons overrides call waiting features. It is only when allcall appearances are in use that subsequent callers receive either busy tone, voicemail orfollow a forward on busy action.


Bridged appearance buttonsBridged appearance buttons allow the user to have an appearance button that matches anotheruser's call appearance button.

A bridged appearance button allows a user to answer and make calls on behalf of another user.An audible indication of calls is presented to the bridged user where programmed. The buttonprovides a visual indication of when the other user has calls presented, held or connected. A usercan join and exchange calls using the paired call appearance and bridged appearance buttons.

For example, when one user’s call appearance button shows a ringing call, the bridgedappearance button on another user’s phone also shows the ringing call and that user can use it toanswer the call. Similarly, if a user uses the bridged appearance button to make a call, the callactivity shows on the matching call appearance button. The user can join or takeover the callusing their call appearance button.

Bridged appearance buttons allow paired “manager/secretary” style operation between two users,and are only supported for users who have call appearance buttons.


Call coverage buttonsCall coverage buttons allow unanswered calls to alert at other user extensions and be answeredthere before being forwarded or going to voicemail.

Bridged appearance buttons



Call coverage buttons allow users to answer a colleague's unanswered call before it goes tovoicemail. When a user has an unanswered call ringing, after a configurable delay, the call willalso start alerting on any call coverage buttons associated with the user on other extensions.Another user can answer the call by pressing the call coverage button. If the call goesunanswered, the call is forwarded or goes to voicemail.

You can adjust the time a call rings before alerting on associated call coverage buttons.


Multiple Access Directory Number buttonsMultiple Access Directory Number (MADN) is a key and lamp style feature that permits a user tohave multiple appearance of a directory number. Users can have up to thirty appearances of thesame directory number. To use MADN features in IP Office environment, the MADN number mustbe configured as one of the user’s number.

MADN Single Call Arrangement (SCA)

• The directory number can be on 1 or more users.

• Calls alert on all buttons configured with the directory number and any user can answer thecall on that button.

• A user can make an outgoing call when the directory number is Idle. The call party details willbe the name and number of the selected button.

• When the directory number is in use, other users with the button appearance see the numberas busy.

• Users can bridge into calls with privacy settings.

MADN Multiple Call Arrangement (MCA)

• The directory number can be on 1 or more users

• Calls alert on all buttons configured with that directory number and any user can answer thecall on that button. After the call is answered, all other users see the number go Idle.

• When the directory number is Idle, the user can select the button to make an outgoing call.The calling party details will be the user’s name and the directory number of the selectedbutton.

Note:

The MADN feature is supported on button sets only and not on analog and DECT phones.


Appearance buttons



Chapter 18: Buttons, keys and lamps

IP Office supports up to 10 buttons on each phone and 10 phones with the same line appearance.

The key and lamp features require a phone with buttons and indicators and on certain Avaya digitaland IP phones. Key and lamp operation is not supported on analog phones. You can set a ringdelay on each appearance button to allow time for the target number to answer before anotherextension rings, or set a visual alert only — without a ring.

Programmable buttonsDigital and IP phones have dedicated function buttons for mute, volume, hold, conference andtransfer. On many digital and IP phones administrator users can program keys and buttons with arange of selected special functions.

These buttons are used for calling other extensions on the system or for other options such asspeed dialing numbers and do not disturb. Many features use an indicator to show whether afeature is enabled. Implementation engineers can program buttons as part of the systemconfiguration, although some phones allow users to program buttons and functions where givenadministration rights.

For more information see Administering Avaya IP Office™ Platform with Web Manager.

Busy lamp field indicatorsBusy lamp field (BLF) indicators show when a button or associated feature is active.

Digital and IP phones have programmable buttons which can be assigned to various features.When those buttons include some form of BLF indicator, the button can also be used to indicatewhen the feature is active. For example, a button associated with another user will indicate whenthat user is active on a call. A button associated with a group will indicate when the group hascalls waiting to be answered.The directory entries in and the speed dial icons within the Phone Manager and SoftConsoleapplications also act as BLFs. When the icons are associated with internal users, the icons willchange to indicate the current status of the users.Avaya one-X® Portal for IP Office shows these conditions:


https://documentation.avaya.com/bundle/AdministeringIPOfficePlatformWebManagerR11_1


Text or icon State Descriptionavailable Available You are available and can be called.

Busy You have a call in progress.

Do not disturb You have enabled do not disturb on the phone system. Calls toyou are redirected to voicemail if available. Otherwise, the callersreceive a busy tone. The exception is calls from numbers that youhave added to your list of do not disturb exceptions.

Logged out You have not logged into the extension on the phone system.Calls to you are redirected to voicemail if available. Otherwise, thecallers receive a busy tone. You cannot make calls. However youcan still use to alter your configuration settings.

Ringing The phone is ringing and you have an incoming call.

unknown Unknown Your presence on the phone system is unknown. The presencecannot be determined as the phone number is not an extension onthe system.

External call lampsUsers can determine if covered calls are internal or external based on the indicator flash pattern.

Users can select the lamp flash pattern for external calls on bridged and call coverage appearancebuttons.

Message waiting lampsIP Office uses message waiting indication (MWI) to set a lamp or other indication on phones whena new message has been left for the user, either in a personal voice mailbox or in a group mailboxor call back message. After the system plays the message, it turns the lamp off.

All digital and IP phones have in-built message waiting lamps. Avaya one-X® Portal for IP Officeprovides message waiting indication on screen.

For analog phones, IP Office provides a variety of analog message waiting indication (MWI)methods:

• 51 V stepped• 81 V• 101 V• Line reversal

The system administrator or installer selects the MWI method using IP Office Manager duringconfiguration to match the properties of the analog phones.

Buttons, keys and lamps



Note:

101V signaling is only available on IP500 phone cards and expansion modules.

Message waiting lamps



Part 3: Applications



Chapter 19: User applications

The following sections provide an overview of the applications intended for end users.

IP Office User PortalThe IP Office user portal is a browser based application that allows users to view and change theirsettings and to make and answer calls. It is supported in all IP Office modes except Basic Edition.

The system administrator is able to configure which users can access the portal and which portalfeatures they can use.

• Access various different settings such as forwarding numbers and personal contacts.

• Access voicemail messages and call recordings.

• Make and answer calls. This can be done in several ways:

- Control of the users desk phone.

- On systems that have been configured with a WebRTC gateway, make and answer callsusing through the browser.

Avaya Workplace ClientAvaya Workplace Client is a SIP-based Unified Communications (UC) client that provides userswith real time collaboration capabilities and enables business users to easily manage their day-to-day communications from a single interface. IP Office supports the following operating systems:

Device SupportedDesktop PC Windows and macOSMobile phone Android and iOSAvaya Vantage™ Yes

Avaya Workplace Client is a common cross-platform client. The client capabilities vary dependingon the platform it is registered with. The supported features in Avaya Workplace Client for IPOffice are:



• Top of Mind Home Screen

- Next meetings showing local calendar schedule or Exchange WebService/Office 365

- Local Call History

- Messages

- Start Meetings/Launch Spaces dashboard

• IP Office directory and local contacts

• Messaging through Avaya Spaces

• Presence through IP Office server

• Centralized call log.

• Dialpad with Redial

• Desktop integration with Microsoft Outlook and browsers

• Softphone client audio and video calls

• Shared control of an associated IP Office deskphone.

Avaya Workplace Client registers with IP Office server as a SIP softphone for audio and videocalling, and telephony features. The following features are supported:

• Point to point audio and video calls (make, receive, and end)• Multiple call handling (incoming and outgoing)• Hold and retrieve (audio and video calls)• Transfer (blind and consultative)• Consult conferencing• Escalate audio to video call• Share control with supported desk phones in the Avaya Workplace Client desktop.• CTI Control- Avaya Workplace Client for IP Office can be controlled through other

applications such as Avaya Contact Center Select, IP Office Contact Center, IP OfficeSoftConsole, one-X Portal, Call assistance or Outlook plugin.CTI is supported with Avaya Workplace Client for Windows only.

User applications



• Apple push notification service- platform notification service created by Apple Inc. With thisservice, third-party application developers can send notification events to applicationsinstalled on Apple devices when the application is idle in the background or is in quit state.

• Avaya Workplace Client on Avaya Vantage™

• Presence and directory integration with Avaya Workplace Client on Avaya Vantage™

• Enter DTMFs during a callAvaya Workplace Client on Avaya Vantage™ supports the following features:

• Making outgoing calls.• Handling incoming calls.• Putting call on hold and resuming the call.• Muting and unmuting a call.• Transferring a call.• Escalating an audio call to video call and de-escalating video call to audio call.• Entering DTMF digits using the keypad.• Access your local contacts• Access your IP Office contacts by using IP Office directory.• Manage your presence status and presence status messages.

Avaya Workplace Client for IP Office limitations:• Branch worker - Avaya Workplace Client for IP Office does not support failover between

Avaya Aura® core and IP Office Branch.• For Instant Messaging, Avaya Workplace Client for IP Office requires either Avaya Spaces or

Avaya one-X® Portal for IP Office.• CTI control- Avaya IP Office CTI applications supports mute/unmute control, however it will

not visually appear in Avaya Workplace Client.IP Office does not support video call controls over CTI.

• The Avaya Workplace Client accesses Workplace Meetings Online using HTTPS, from withinthe Workplace Meetings tab of the client. The Avaya Workplace Client can access local on-premise Equinox Conferencing in the same way using HTTPS, that is, if the access URL isconfigured under Workplace Meetings. However, if the Avaya Workplace Client accesseslocal on-premise Equinox Conferencing through SIP trunks, audio and video will be availablebut not sharing or conference roster. The same applies for accessing Scopia over SIP trunkstoo. Even when Avaya Workplace Client accesses local on-premise IP Office Meet MeConferencing, audio will be available but not sharing or conference roster.

• Apple Push Notification service (APNs) is a platform notification service created by Apple Inc.This service allows iOS users of Avaya Workplace Client to receive notification of new calls,voicemail messages, and other events. They receive these notifications regardless when theAvaya Workplace Client is idle in the background or is in quit state. However, if AvayaWorkplace Client is on suspension, then Avaya Workplace Client automatically starts when anew call or instant message notification arrives.

Avaya Workplace Client



Unlike the rest of the world, due to the restriction of CallKit in Chinese applications, AvayaWorkplace Client does not display incoming call screen using CallKit. However, an incomingcall notification is displayed.

Avaya one-X® Portal for IP OfficeAvaya one-X® Portal for IP Office provides users control of their telephone from a networked PC.Use this application with any extension; analog, digital or any IP telephone, wired or wireless, thatis available as part of the Office Worker, Power User or Teleworker user licenses.

Avaya one-X® Portal for IP Office is a server-based application that the user accesses via webbrowser.

For Telecommuter mode, One-X applications require answer supervision and disconnect detectionfor proper functioning. As a result, the one-X applications will not work with trunks that do notsupport answer supervision and disconnect detection.

Note:

one-X applications function on trunk types such as PRI, BRI, and SIP, however, they will notfunction on E1R2, T1 RBS and analog loop start trunks.

System administrators can control if Avaya one-X® Portal for IP Office can be accessed over asecure protocol only, recommended for hosted deployments to provide “secure only” access. Theother option is to allow users to access the client over a secure and unsecure protocol (HTTP/HTTPS). The client application forces users to change their passwords and voicemail passcodesto meet the complexity settings configured by the administrator.

Through gadgets, Avaya one-X® Portal for IP Office provides the following features:

• Call information• Call and conference control• Presence and instant messaging notifications, monitoring and archiving• Contact import and export• XMPP groups displayed in the System Directory tab• Support for User Avatar on Avaya one-X® Portal web client System Directory tab• Dial to user’s own bridge and invite other users to join• Conference call and other meeting scheduling including port reservations, email support and

automatic report creation — available within the Outlook interface• One-click web conferencing hosting and single sign-on joining web conferences as a

participant• Display number of Logged in Sessions on Avaya one-X® Portal administrator dashboard

under User Details section. This shows the number of clients a user is currently logged in.Detailed information on the Logged in sessions is displayed on the Avaya one-X® Portalunder Health/Active sessions tab.

User applications



• Option to block client versions under configuration.• Option to clear all sessions for a user.• Option to track repeated failed login attempts.

Avaya IP Office Web ClientAvaya IP Office Web Client is a WebRTC application that provides various communicationcapabilities. The client takes advantage of WebRTC Gateway resiliency improvements delivered inR11.0 and is supported on Server Edition and IP500V2/IP500V2A. Users must have Office Workeror Power User license to use the Avaya IP Office Web Client features. The client is supported inthe following environments:

• Google Chrome browsers on Windows OS• Google Chrome browsers on macOS• Standalone client on Windows OS

Avaya IP Office Web Client provides the following features:• Point to point audio and video calls• Access to Voicemail access• Call logs• Conferencing:

- Ad-hoc Conference by merging calls- Starting or joining an IP Office Meet Me Conference- Accessing IP Office Web Collaboration

• Point-to-point Instant Messaging and Presence by integrating with Avaya one-X® Portal for IPOffice

• Click-to-call using Google Chrome extension• Single-Sign-On (SSO) support for Avaya one-X® Portal for IP Office and IP Office Web

Collaboration• System Directory and Favorites (Personal Directory)

SoftConsoleSoftConsole is the PC-based Windows receptionist application for IP Office. It can be purchasedwith the Receptionist user license.

SoftConsole provides enterprise receptionists and operators with call information and call actionsto simplify call handling and instant messaging. With SoftConsole, users see the status of otherusers and adjust basic telephony settings of other users, such as forwarding numbers. Avaya

Avaya IP Office Web Client



recommends using phones that support Auto Answer. Users can use instant messaging featuresprovided by Avaya one-X® Portal, if available.

Figure 3: SoftConsole instant messaging window

WebSocket communication allows SoftConsole clients to communicate with IP Office and Avayaone-X® Portal. The WebSocket protocol is bidirectional between the client and the server. As thecommunication is done over port 80 or 443 (same port used for HTTP), there are no issues withfirewall traversal. In a hosted environment, WebSocket communication provides security.

SoftConsole can be minimized in the Windows system tray when not in use, but will pop up on thescreen when a call is received. Sound and media files can be associated with calls. If this featureis used, the PC requires a sound card and speakers.

SoftConsole supports the following features:

• Answering calls

• Making outgoing calls

• Supervised and unsupervised transfers

• Transfer calls to voicemail

• Hold and park calls

• Monitoring queues and answering queue calls

• Using and viewing conference rooms

• Conferencing held calls

User applications



• Adding users to a conference

• Adding text to a call

• Door release

• Intrude

• Sending text messages

• Paging

• Recording calls

• Sending email

• Using dial pad

• Multiple language support, users can select language

SoftConsole



Chapter 20: Administration applications

The following sections provide an overview of the installation and administration relatedapplications.

IP Office ManagerUse the Manager to manage IP Office standalone systems or systems in a small communitynetwork (SCN). Manager tracks system configuration changes, manages upgrades, andconfiguration imports and exports.

IP Office has a built-in audit trail that tracks changes to the system configuration, and who hasmade them. Manager can display the audit trail to assist with problem resolution. The audit trailrecords the last 15 changes in the configuration and records the following elements:

• Configuration Changed - For configuration changes, the log will report at a high level on allconfiguration categories (users, hunt group...) that have been changed.

• Configuration Erased

• Configuration merged

• Reboot - user instigated reboot

• Upgrade

• Cold Start

• Warm Start

• Write at HH:MM - This is when the administrator saved the configuration via the scheduleoption

• Write with Immediate Reboot

• Write with Reboot When Free

IP Office Manager is also used for maintenance functions such as:

• Upgrade to the IP Office system software

• Ability to send software over an IP network link to a system and have it validated beforecommitting to the upgrade

• Backwards compatibility with systems from Release 2.1 onwards to allow a singlemanagement application



• Importing and Exporting IP Office configuration information in ACSII-CSV files.

Server Edition ManagerServer Edition Manager supports complete centralized administration for Server Edition Primary,Server Edition Secondary, and Server Edition Expansion Systems. Manager also provides IPOffice telephony and Unified Communications features.

Manager enables management of all the components within the solution for activities such as:• Single point of configuration for IP Office and voicemail• Simple initial installation wizard• Overview of the system with inventory and status• Common settings consolidated to the Server Edition Primary• Integrated Voicemail Proclient, System Status Application, and Linux Platform settings

access• Supports online, offline administration, and configuring a complete solution• Template operations• Centralized configuration and template storage• Administrator account management utility• Retains existing IP Office expertise• Context sensitive help

Even though Manager is a Windows application, Manager can be installed directly from the Webadministration portal of Server Edition Primary server. This enables you to use any Windowspersonal computer that has any IP Office Manager that is pre-installed immediately.The configuration of an existing non-Server Edition system can be converted to a Server Editionconfiguration, and inturn for Server Edition (Non Select) or (Select) mode the conversion toSubscription mode can be achieved by rerunning Initial Configuration menu.Using Manager, the administrator can create templates for many management items such asusers, extensions, Hunt Groups, and Lines. The administrator can then create any new item usingthe default settings or the template. You can create multiple users and extensions using onetemplate.Call Routing Support:

• Full IP Office ARS and dial plan support• Default routing simplifies configuration• Solution wide auto line group numbering• Common incoming call routes provide resilience• Resilient Hunt Groups

Server Edition Manager



Offline Operation: • Complete solution can be created and/or managed offline if required• Can still manage when some deices offline• On/offline configuration sync options to harmonize as required

Solution Management: • Complete solution view with status and inventory• Users and Hunt Groups are solution wide• Centralized User Rights, feature short codes, Time Profiles, Incoming Call Routes, and

Account Codes• Permits advanced per-device configuration if desired• All configurations stored on primary server• Solution wide system directory• Easy management of central and per-device licenses

Resilience management: • You can manage every device locally for ‘rainy day’ events• You can manage the solution through a secondary server when the primary server fails or in

a split WAN setup• On/Offline configuration sync options to harmonize as required

Add or Remove Devices: • Single process for addition or removal of device• Built-in Initial Configuration Utility (ICU) to simplify adding a new device• Common configuration items from primary server is auto populated• Can configure before you install a new device

Validation : • Configuration validation on read and any change.• Solution wide validations

Template: • Create a local and centralized template from an existing Line, Extension, User, Hunt Group,

Time Profile, Firewall Profile, IP Route and Service entries• Recreate multiple Extension and Users from one template

Remote access: • Supports access from service through SSL VPN

Security: • Single Sign On to all except one-X Portal administration

Administration applications



Web ManagerWeb Manager is a browser-based management tool designed to simplify the installation andmaintenance process and provides access to most, but not all, IP Office configuration settings.Web Manager eliminates the need to have windows operating system because it can run on anydevice that supports standard browsers.

Granular access:

Web Manager provides service users with access to entire configuration objects if the service userhas the configuration access. However, large customers who have multiple service users roles orcustomers having deployments in the cloud environment need to have granular configurationaccess for different service users. Hosting partners will be able to build an account for customer orre-seller with limited permissions. These permissions shall restrict the customer or re-seller fromperforming activities that affects service of the system.

Configuration dashboard:

The Dashboard is a simplified version of the existing IP Office Web Manager and is presented tothe administrators when a fresh single-node IP Office system is installed. The Dashboard consistsof minimum required set of configuration fields to set up the system. The full setup can beperformed anytime afterwards.

System Status Application (SSA)The System Status Application (SSA) is a diagnostic tool for system managers and administratorsto monitor and check the status of IP Office systems locally or remotely. SSA shows both thecurrent state of an IP Office system and details of any problems that have occurred. Theinformation reported is a combination of real-time events, historical events, status andconfiguration data to assist fault finding and diagnosis. SSA provides real-time status, historicutilization and alarm information for ports, modules and expansion cards on the system. SSAconnects to all variants of IP Office using an IP connection that can be remote or local. Modemconnections at 14.4kbps or above are supported for remote diagnostics.

SSA provides information on the following:

Alarms SSA displays all alarms which are recorded within IP Office for each device inerror. The number, date and time of the occurrence is recorded. The last 50alarms are stored within IP Office to avoid need for local PC.

Call Details Information on incoming and outgoing calls, including call length, call ID androuting information.

Extensions SSA details all extensions (including device type and port location) on the IPOffice system. Information on the current status of a device is also displayed.SSA shows IP Extensions that were registered but no longer available and IP

Web Manager



extensions that are configured but have not been registered after last re-boot.This helps to spot phones that are Idle, disconnected, or are misconfigured.SSA also shows quarantined phones and blacklisted extensions and IPaddresses.

Trunks IP Office trunks and connections (VoIP, analog and digital) and their currentstatus are displayed. For VoIP trunks, QoS information is also displayed (e.g.round trip delay, jitter and packet loss).

SystemResources

IP Office includes central resources that are utilized to perform variousfunctions. Diagnosing these resources is often critical to the successfuloperation of the system. This includes details on resources for VCM, Voicemailand conferencing.

QoSMonitoring

QoS Parameters from connected calls, such as jitter and roundtrip delay, aremonitored.

SSA can be launched independently or from IP Office Manager and there can be up to two (2)SSA clients connected to an IP Office unit at one time.

Note: SSA is not a configuration tool for IP Office systems.

SysMonitorUse SysMonitor to troubleshoot IP Office from both local (LAN) and remote locations (WAN).

Select the protocols and interfaces to monitor and diagnose through a graphical interface. Capturetraces directly to the screen or as a log file for later analysis. Color code different traces to improvethe clarity in large files. The utility also captures system alarms and displays the activity log of thelast 20 alarms that have occurred.

Customer Operations ManagerCustomer Operations Manger is an administration tool that allows multi-customer management ofsubscription mode IP Office systems. It is accessed by browser from the same cloud-basedservers that are providing the subscriptions for systems.

The tool enables management of IP Office Server Edition systems and provides the followingcapabilities:

• Dashboard that displays error conditions, ongoing system activities, and system health

• Grouping of systems based on versions and tags for accessing similar systems at the click ofa button




• Displays all connected systems such as Primary, Secondary, Expansions, and openapplications

• Ability to centrally manage IP Office software backup, restore and upgrade actions.

• Role-based administration. Customer Operations Manager has its own service users withaccess to complete or selective customers IP Office.

• Provides facility to launch Native IP Office Management applications. Uses need to log in tothe applications separately after the application is launched.

• Alarms for Configuration, Services, Trunks, Link, and Security by Severity type

• Alarms for status of IP Office systems indicating whether they are online of offline

• Alarms indicating status of various applications

SNMP Management ConsoleSimple Network Management Protocol (SNMP) is an industry standard designed to allow themanagement of data equipment from different vendors using a single Network Managerapplication. The Network Manager periodically polls equipment to solicit a response, if noresponse is received an alarm is raised. In addition to responding to polls, IP Office monitors thestate of its Extensions, Trunk cards, Expansion Modules and Media cards so that if an error isdetected IP Office will notify the Network Manager.

As the IP Office platform comprises many applications, the core software notifies SNMP eventsfrom both Voicemail Pro and Embedded Voicemail to warn of approaching storage capacity limits.

IP Office sends email notifications directly to the email server; no additional PC client is needed.

On customer sites where SNMP management is not available, IP Office can email events using upto 3 email addresses each containing a different set of alarms.

The following system event categories can be chosen for email notification, if installed on thesystem:

• Generic

• Trunk lines

• Embedded Voicemail Card

• VCM

• Expansion modules

• Applications

• License

• Phone change

• CSU Loop-Back

SNMP Management Console



IP Office has been tested against CastleRock's SNMPc-EE™ and HP's Network Node Manager(part of the OpenView application suite).




Chapter 21: Branch Systems

IP Office systems can be connected to other Avaya telephony systems in order to act as localbranches.

Related linksCentralized management on page 115Centralized licensing on page 115Voice mail systems on page 116Avaya Aura Session Manager on page 116Avaya Aura Communication Manager on page 116

Centralized managementWith the distributed, mixed, and centralized deployment models, you can use Avaya Aura® SystemManager to centrally manage all components in the solution. System Manager manages thecentralized applications and services included in the solution, IP Office systems in the branch, aswell as centralized users and IP Office users. For certain capabilities that cannot be managedcentrally, System Manager launches IP Office Manager in the appropriate mode where you canremotely administer individual IP Office systems.

Centralized management of components through Avaya Aura® System Manager is optional. Forexample, you can choose to directly manage IP Office systems through IP Office Manager.

With the stand-alone IP Office branch option, centralized management is not available. You mustmanage all IP Office systems directly though IP Office Manager.

Related linksBranch Systems on page 115

Centralized licensingWith a distributed, mixed, or centralized deployment connected to the Avaya Aura® network, youcan access centralized licensing capabilities through the System Manager Avaya WebLM server.With centralized licensing, a single license file is generated in the Product Licensing and DeliverySystem (PLDS) for multiple branches.



To use centralized licensing, the enterprise must obtain a WebLM licence from PLDS for each IPOffice branch. Centralized licensing is not available in stand-alone IP Office branch environments.

Related linksBranch Systems on page 115

Voice mail systemsThe IP Office Branch solution supports IP Office voice mail systems and centralized voice mailsystems.

The IP Office Embedded Voicemail system is included with the IP Office Essential Edition, and theIP Office Voicemail Pro system is included with the IP Office Preferred and Advanced Editions.

The Branch solution supports the following three centralized voice mail systems as additionalcomponents within the solution:

• Avaya Aura® Messaging

• Avaya Modular Messaging

• Avaya CallPilot®: Only supported in distributed branch environments connected to CS 1000.

Avaya Aura® Session ManagerAvaya Aura® Session Manager handles call admission control, call re-direction, digit analysis, dialplan management, internal network call accounting feeds, toll by-pass, inter-office routing andinternational least cost routing. All administration and management of the enterprise-wide privateglobal dial plan network is handled by this communications appliance, and managed as a singleenterprise with Avaya Aura® System Manager.

Session Manager plays a different role for centralized users and IP Office users in deploymentenvironments connected to Avaya Aura®. For IP Office users, Avaya Aura® Session Manager actsas a SIP proxy to route SIP sessions to and from the SIP connections to the IP Office. Forcentralized users, Avaya Aura® Session Manager is also the main interface that handles userregistration and call routing.

Avaya Aura® Communication ManagerCentralized users register to Avaya Aura® Session Manager and obtain telephony services fromthe Avaya Aura® Communication Manager Feature Server or Evolution Server in the enterprisecore. Avaya Aura® Communication Manager does not provide any functionality to IP Office users.

Branch Systems



Chapter 22: Contact center applications

The following sections provide an overview of the contact center applications.

For general information about:

• IP Office Contact Center, see Avaya IP Office Contact Center Feature Description.

• Avaya Contact Center Select, see Avaya Contact Center Select Solution Description.

Note:

Ensure to configure Avaya Workplace Client for Windows to hidden mode while using ACCSand IPOCC for CTI.

IP Office Contact Center overviewNote:

IP Office Contact Center goes End of Sale for new systems in September 2019.

Avaya is the market leader in call center technology, and IP Office Contact Center can take yourbusiness to a new level. IP Office Contact Center provides integrated contact center capabilitiesspecifically designed for businesses supporting between 5 and 250 contact center agents andsupervisors.

IP Office Contact Center provides the following features and characteristics:

• All-in-one customer service solution that delivers consistent service to customers acrossmultiple media channels and locations. IP Office Contact Center includes a user interface(UI) on Microsoft Windows and a web interface supported on various browsers.

• Fast implementation with minimum disruption to the business. IP Office Contact Center alsoincludes an automatic synchronization feature for configuration. This feature can be enabledand disabled as needed during implementation.

• Access to Agent UI functionality, including call control, from a SalesForce (SFDC) plug-in orSAP CRM connector.

• Email and chat capabilities on the Windows and Web UI.

• Inbound and outbound voice calls with telephony and dialer capabilities.

• Skills-based routing.



• Address book access so agents can quickly find the contact information they need to makecalls and send emails.

• Real time and historical reporting for all media channels.

• Interactive Voice Response (IVR) and Task Flow Editor scripts.

• User profile and agent group privilege configuration to determine which features are availableto users of the interface. Administrators must assign privileges and create agent groups.

• Access to a web-based administration portal. You can use the administration portal toperform configuration, maintenance, monitoring, and management tasks. You can alsoupload certificates, collect logs, and download email archives and the IP Office ContactCenter User Interface for Windows. Advanced administration tasks must be performed in theIP Office Contact Center User Interface for Windows. You cannot perform administrationtasks with the IP Office Contact Center Web User Interface.

• Access to a wallboard that displays IP Office Contact Center statistics. For more informationabout Wallboard, see Using Avaya IP Office Contact Center Wallboard.

• Option to easily integrate chat functionality into a web page. For more information, see AvayaIP Office Contact Center Email and Chat Services Task Based Guide.

• Optional integration with call recording applications, such as IP Office Media Manager. Callsare recorded with Voicemail Pro and the details of the complete recording are stored in thedatabase of the call recording application. You can search for and manage recordings usinga web browser.

• Media Resource Control Protocol (MRCP) integration, which provides support for text tospeech (TTS) and automatic speech recognition.

Avaya Contact Center Select overviewAvaya Contact Center Select is a context-sensitive, collaborative, voice and multimedia contactcenter solution that allows small to midsize enterprises to anticipate, accelerate, and enhancecustomer interactions. Avaya Contact Center Select uses the Avaya IP Office telephone system toprovide a real-time telephony platform.

Avaya Contact Center Select uses industry-standard SIP and CTI interfaces to integrate with IPOffice. This integration gives Avaya Contact Center Select access to and control of a wide rangeof IP Office phones and features. Customers integrating Avaya Contact Center Select with IPOffice gain skill-based routing, call treatments, reporting, unified agent management, and thegraphical Orchestration Designer utility.

Avaya Agent Desktop is a single-interface client application used by Avaya Contact Center Selectagents to assist customers. Avaya Contact Center Select agents use Agent Desktop software torespond to customer voice and multimedia contacts. Agent Desktop supports a range of IP Officephones and a wide variety of multimedia contact types.

Contact center applications



By default, Avaya Contact Center Select connections and Web Services use secure TLScommunication. The Avaya Contact Center Select Certificate Management tool makes it easier tomanage security certificates.

Figure 4: Typical contact center solution using voice and multimedia Avaya Contact Center Selectand the Avaya IP Office voice phone system

Avaya Contact Center Select provides a feature-rich voice and multimedia solution with integratedrouting and reporting for small to midsize enterprises. Avaya Contact Center Select providesunified contact center and IP Office phone user account management for agents and supervisors.Voice-enabled agents and supervisors created in Avaya Contact Center Select are automaticallyadded to IP Office. Avaya Contact Center Select synchronizes user (agent and supervisor)information between Avaya Contact Center Select and IP Office.

Avaya Contact Center Select overview



Part 4: Miscellaneous



Chapter 23: Standards

Regulatory standardsQuality of Service standardsEvery customer will have different expectations and different budgets to work to. Some will bewilling to upgrade their networks to use the best possible equipment and practices. To others theadditional expense may be viewed as unnecessary. Examples of standards based Quality ofService protocols include:

• 802.1Q (Layer 2)• DiffServ (Layer 3)• Port Range (Layer 4)• 802.1X (MD-5)

Voice compression codecsThe bandwidth used varies depending on the compression method chosen. IP Office supportsstandards listed below. These will occupy approximately 10K and 13K of bandwidth respectively.Use the following chart to choose the most appropriate compression algorithm for your availablebandwidth.

Audio Codec RTP VoiceDataPayload(bytes)

Packetspersecond

LAN (bps) %overheadLAN

WAN(bps)

%overheadWAN

Algorithmic delay(ms)

G.723.1 (6.3K) 24 33.33 20,800 225% 9,867 54% 80G.729a 20 50 29,600 270% 13,200 65% 40G.711 (64K) 160 50 85,600 34% 69,200 8% 20G.722 (64K) 160 50 85,600 34% 69,200 8% 20

VoIP standardsIP Office supports the following protocols and standards:

H.323 V2 (1998) Packet-based multimedia communications systems.

Q.931 ISDN user-network interface layer 3 specification for basic call control.

H.225.0 (1998) Call signaling protocols and media stream packetization for packet-basedmultimedia communication systems.



H.245 (1998) Control protocol for multimedia communication.

SIP Session Initiation Protocol

T.38 Fax standard

Internet standards (In addition to TCP/UDP/IP.)

Standard DescriptionRFC 1889 Real Time Protocol (RTP) and Real Time Control

Protocol (RTCP)RFC 2507, 2508, 2509 Header compressionRFC 2474 DiffServ, Type of Service field configurableRFC 1990 PPP fragmentationRFC 1490 Encapsulation for Frame RelayRFC 2686 Multiclass Extensions to Multilink PPPRFC 3261 SIPRFC 3489 STUN

Analog trunk standardsIP Office analog trunk cards conform to the standards:

TIA/EIA-646-B Loop Start

GR-188-CORE and GR-31-CORE Incoming Caller line identification (ICLID)

ANSI T1.401 and TIA/EIA-646-B Ground Start (not available in all localities)

Database interface standardsIP Office supports the ActiveX Data Object (ADO) interface standard.

PCI Security Standard Council standardsLeading credit card companies defined standards in the PCI Security Standard Council and one ofthese standards is not recording credit card numbers given by the customer.

Standards



Networking protocol standardsProtocol RFC DescriptionPoint-to-Point Protocol(PPP)

RFC1661 WAN protocol that allows interworking with a wide rangeof third-party routers. PPP is used over leased line circuitswhere a single channel is used to connect the twolocations together. For example, a single channel maybea 64K channel on a dial-up circuit or a 256K leased lineetc.

Link Control Protocol(LCP)

RFC1570 In PPP, LCP establishes, configures and tests data-linkInternet connections.

Multi-Link Point-to-PointProtocol (ML-PPP)

RFC1990 Allows additional calls to be made where bandwidthgreater than a single channel is required. The maximumnumber of channels available to data can be set on aservice-by-service basis. When the available bandwidthreaches a user defined limit additional channels can beautomatically added. Similarly, when traffic falls then thenumber of channels in use can be automatically reduced.If there is no data traffic on any of the channels in usethen all lines can be cleared. Since most carriers have aminimum charge for calls, the period that a channel has tobe idle before clearing is configurable. Through thesemechanisms call costs can be effectively controlled whileensuring that bandwidth is available as and when it isneeded.

Internet Protocol ControlProtocol (IPCP)

RFC1332 A Network Control Protocol (NCP) for establishing andconfiguring IP over a PPP.

Internet Protocol HeaderCompression (IPHC)

- Reduces the header size of the data packet to gainbandwidth efficiency over WANs, but adds to transmissionlatency.

Password AuthenticationProtocol (PAP)

RFC1334 A method of authenticating the remote end of aconnection using unencrypted passwords.

Real-time TransportProtocol (RTP)

Real-time TransportControl Protocol (RTCP)

RFC1889 RTP defines a standardized packet format for deliveringaudio and video over IP networks.

RTCP works with RTP to send control packets to callparticipants to provide feedback on the quality of service.

Challenge HandshakeAuthentication Protocol(CHAP)

RFC1994 Allows an incoming data call to be authenticated usingencrypted passwords. The system also provides theoption to periodically reaffirm the authenticity of the callerduring the data call.

Compression ControlProtocol (CCP)

RFC1962 Configures, enables and disables data compressionalgorithms on both ends of the PPP link. Also used forsignal a failure.

Table continues…

Networking protocol standards



Protocol RFC DescriptionLight-weight DirectoryAccess Protocol (LDAP)

RFC4510 Allows the telephone number directory (names andtelephone numbers) held in IP Office to be synchronizedwith the information on an LDAP server (limited to 5000entries). Although targeted for interoperation withWindows 2000 Server Active Directory, the feature issufficiently configurable to interoperate with any serverthat supports LDAP version 2 or higher.

Microsoft Point-to-PointCompression (MPPC)

RFC2118 Data compression method for greater throughput on slowspeed WAN links.

Bandwidth AllocationControl Protocol (BACP)

RFC2125 Allows the negotiation with the remote end of the data callto request additional calls to be made to improveaggregate data throughput.

User Datagram Protocol(UDP)

RFC768 A simple connectionless transmission model with aminimum of protocol mechanism used to allowapplications to send messages (datagrams) to other hostson an IP network without prior communications to set upspecial transmission channels or data paths.

Internet Protocol (IP) RFC791 A set of rules governing the format of data sent over theInternet or other network.

Transmission ControlProtocol (TCP)

RFC793 A connection is established an maintained until theapplication at each end have finished engagingmessages.

Dynamic HostConfiguration Protocol(DHCP)

RFC1533 Dynamically distributes network configuration parameterson and IP network such as IP addresses for interfacesand services.

Network AddressTranslation (NAT)

RFC1631 A mechanism that allows the use of different IP addresson a private network behind a router with a public IPAddress. When connecting to the Internet, ISPs typicallywant a customer to use an IP address they haveallocated. Using NAT this is easily accommodated,eradicating the need for the customer to change theirnetwork numbering scheme and providing additionalsecurity to the internal users as their address in hidden tothe public.

Typically, a company maps its internal network addressesto a global external IP address and unmaps the global IPaddress on incoming packets back into internal IPaddresses. This helps ensure security since eachoutgoing or incoming request must go through atranslation process. This also offers the opportunity toqualify or authenticate the request or match it to aprevious request. NAT also conserves the number ofglobal IP addresses that a company needs.

Table continues…

Standards



Protocol RFC DescriptionBootstrap Protocol(BOOTP)

RFC951 Automatically assigns an IP address to network devicesfrom a configuration server on an IP network.

Trivial File TransferProtocol (TFTP)

RFC1350 A simple protocol to transfer files implemented on top ofthe UDP using port number 69.

Network Time Protocol(NTP)

RFC868 Provides clock synchronization between computersystems over packet-switched, variable latency datanetworks.

Proxy Address ResolutionProtocol (ARP)

- Support for Proxy Address Resolution Protocol allows IPOffice to respond on behalf of the IP address of a deviceconnected to it when receiving an ARP request.

Simple NetworkManagment Protocol(SNMPv1)

RFC1157

RFC1155

RFC1212

RFC1215

Simple Network Management Protocol. (STD15)

Structure and identification of management information forTCP/IP based internets. (STD16)

Concise MIB Definitions. (STD16)

A convention for defining traps for use with SNMPManagment InformationBase (MIB-II)

RFC1213 Management Information base for network managementof TCP/IP based internets: MIB-II. (STD17)

ENTITY MIB RFC2737 Entity MIB (Version 2)Routing InformationProtocol (RIP)

RFC1058

RFC2453

RFC1722

Adistance vector protocol that allows routers to determinethe shortest route to a destination network. It does this bymeasuring the number of intermediary routers that needto be traversed to reach the destination network. If morethan one route exists to the same destination the shortestroute is used. If a fault occurs on the shortest route it willbe remarked as being infinite and any alternative route willbecome the new shortest route. This behavior can beused to add resilience into a data network. Where acustomer has an existing data network comprising of thirdparty routers, IP Office added to the network can provideback up using its routing and dial-up capability. RIPenabled routers share their knowledge of the network witheach other by advertising and listening to routing tablechanges. IP Office Supports both the RIP I and RIP IIstandards.

Table continues…




Protocol RFC DescriptionInternet Protocol Security(IPSec)

RFC2401

RFC2402

RFC2403

RFC2404

RFC2405

RFC2406

RFC2407

RFC2408

RFC2409

RFC2410

RFC2411

Security Architecture for the Internet Protocol

IP Authentication Header

The Use of HMAC-MD5-96 within ESP and AH

The Use of HMAC-SHA-1-96 within ESP and AH

The ESP DES-CBC Cipher Algorithm with Explicit IV

IP Encapsulation Security Payload. (ESP)

The Internet IP Security Domain of Interpolation forISAKMP

Internet Security Association and Key ManagementProtocol

The Internet Key Exchange

The NULL Encryption Algorithm and its Use with IPSec

IP Security Document RoadmapLayer 2 Tunneling Protocol(L2TP)

RFC2661

RFC3193

PPP authentication using PAP or CHAP takes placebetween directly connected routers only. When using apublic IP Network to connect sites this authenticationtakes place between the customers router and the serviceprovide router that it is connected to. In somecircumstances it is desirable to authenticate between thecustomer owned routers, jumping over all the intermediaryrouters of the service provider's network. Layer 2Tunneling Protocol allow this to happen by facilitating atwo stage authentication, firstly with the service providerrouter then the customer router on the remote network.

IPSec tunnels allow a company to pass data betweenlocations over unsecured IP networks such as the publicinternet. The company data is secured using 3DESencryption making it unintelligible to other parties thatmight be 'eaves dropping' on the traffic. Tunneling can beapplied to link offices together or provide workers accessto the office over the internet. All IP Office systemssupport up to a total of 256K worth of encrypted traffic tomultiple locations. Initially, inter-working is supported onlybetween IP Offices that are connected either directly on aWAN port or via the LAN using a third-party router. IPSecis optional and enabled on IP Office through a LicenseKey.

Differentiated Services(DiffServ)

RFC2474 Networking architecture that specifies a simple, scalableand coarse-grained mechanism for classifying andmanaging network traffic and providing quality of service(QoS) on IP networks.

Frame RelayEncapsulation

RFC 1490 Multi protocol Interconnect over Frame Relay

Standards



Session Initiation Protocol (SIP) standards

Rec. E.164 [2] ITU-T Recommendation E.164: The international public telecommunicationnumbering plan

RFC 2833 [7] RTP Payload for DTMF Digits, Telephony Tones and Telephony Signals

RFC 3261 [8] SIP: Session Initiation Protocol

RFC 3263 [10] Session Initiation Protocol (SIP): Locating SIP Servers

RFC 3264 [11] An Offer/Answer Model with Session Description Protocol (SDP)

RFC 3323 [14] A Privacy Mechanism for the Session Initiation Protocol (SIP)

RFC 3489 [18] STUN - Simple Traversal of User Datagram Protocol (UDP) Through NetworkAddress Translators (NATs)

RFC 3824 [24] Using E.164 numbers with the Session Initiation Protocol (SIP)

RFC 1889 RTP

RFC 1890 RTP Audio

RFC 4566 SDP

RFC 3265 Event Notification

RFC 3515 SIP Refer

RFC 3842 Message Waiting

RFC 3310 Authentication

RFC 2976 INFO

RFC 3323 Privacy for SIP (PAI) and draft-ietf-sip-privacy-04 (RPID)

RFC 3325 Private Extensions to the Session Initiation Protocol (SIP) for Asserted Identitywithin Trusted Networks

RFC 3581 An Extension to the Session Initiation Protocol (SIP) for Symmetric ResponseRouting

RFC 3311 The Session Initiation Protocol (SIP) UPDATE Method




Chapter 24: Resources

DocumentationSee the following related documents at the Avaya Support website at support.avaya.com and atthe IP Office Knowledge Base at https://ipofficekb.avaya.com.

Title Use this document to: AudienceAvaya IP Office™ Platform Manualsand User Guides

See a list of all the documents related tothe solution.

Everyone

Avaya IP Office™ Platform SolutionDescription

Understand the solution at a high-level. Everyone

Administering Avaya IP Office™

Platform with Web ManagerUnderstand short codes and buttons actiondetails.

Administrators

Avaya IP Office™ Platform SecurityGuidelines

Understand Avaya IP Office™ Platformsecurity details.

Implementationengineers

Administrators

Finding documents on the Avaya Support websiteProcedure

1. Go to https://support.avaya.com.

2. At the top of the screen, type your username and password and click Login.

3. Click Support by Product > Documents.

4. In Enter your Product Here, type the product name and then select the product from thelist.

5. In Choose Release, select the appropriate release number.

The Choose Release field is not available if there is only one release for the product.

6. In the Content Type filter, click a document type, or click Select All to see a list of allavailable documents.

For example, for user guides, click User Guides in the Content Type filter. The list onlydisplays the documents for the selected category.

7. Click Enter.


http://support.avaya.com/

https://ipofficekb.avaya.com

https://documentation.avaya.com/bundle/IPOfficeManuals

https://documentation.avaya.com/bundle/IPOfficeManuals

https://documentation.avaya.com/bundle/IPOfficeSolutionDescription

https://documentation.avaya.com/bundle/IPOfficeSolutionDescription



https://ipofficekb.avaya.com/businesspartner/ipoffice/mergedProjects/security/index.htm

https://ipofficekb.avaya.com/businesspartner/ipoffice/mergedProjects/security/index.htm



TrainingAvaya training and credentials are designed to ensure our Business Partners have the capabilitiesand skills to successfully sell, implement, and support Avaya solutions and exceed customerexpectations. The following credentials are available:

• Avaya Certified Sales Specialist (APSS)• Avaya Implementation Professional Specialist (AIPS)• Avaya Certified Support Specialist (ACSS)

Credential maps are available on the Avaya Learning website at http://avaya-learning.com/.

The following courses are also available on the Avaya Learning website. After logging in to thewebsite, enter the course code or the course title in the Search field.

Course code Course title2S00012W APSS – Small and MidMarket Communications – IP Office™ Platform and Select

Overview4601W Avaya IP Office™ Platform — Components4602W Avaya IP Office™ Platform — Editions2S00015O Small and Midmarket Communications — IP Office — Endpoints10S00005E Knowledge Access: Avaya IP Office™ Platform Implementation5S00004E Knowledge Access: Avaya IP Office™ Platform Support

Included in all Knowledge Collection Access offers above is a separate area called IP OfficeSupplemental Knowledge. This floor in the Virtual Campus contains self-directed learning objects,which cover IP Office delta information. This material can be consumed by techniciansexperienced in IP Office.

Viewing Avaya Mentor videosAvaya Mentor videos provide technical content on how to install, configure, and troubleshootAvaya products.

About this taskVideos are available on the Avaya Support website, listed under the video document type, and onthe Avaya-run channel on YouTube.

• To find videos on the Avaya Support website, go to https://support.avaya.com/ and do one ofthe following:

- In Search, type Avaya Mentor Videos, click Clear All and select Video in the ContentType.

- In Search, type the product name. On the Search Results page, click Clear All and selectVideo in the Content Type.

Training


http://avaya-learning.com/

https://support.avaya.com/


The Video content type is displayed only when videos are available for that product.

In the right pane, the page displays a list of available videos.• To find the Avaya Mentor videos on YouTube, go to www.youtube.com/AvayaMentor and do

one of the following:

- Enter a key word or key words in the Search Channel to search for a specific product ortopic.

- Scroll down Playlists, and click a topic name to see the list of videos available for the topic.For example, Contact Centers.

Note:

Videos are not available for all products.

Additional IP Office resourcesYou can find information at the following additional resource websites.

Avayahttps://www.avaya.com is the official Avaya website. The front page also provides access toindividual Avaya websites for different countries.

Avaya Sales & Partner Portalhttps://sales.avaya.com is the official website for all Avaya Business Partners. The site requiresregistration for a user name and password. Once accessed, the portal can be customized forspecific products and information types that you wish to see and be notified about by email.

Avaya IP Office Knowledge Basehttps://ipofficekb.avaya.com provides access to an online, regularly updated version of the IPOffice Knowledge Base.

Avaya maintenance, lifecycle and warranty informationAvaya support services complement standard Avaya maintenance, lifecycle and warranty policiesthat are posted on https://support.avaya.com. For more information, send email to [email protected].

International Avaya User Grouphttps://www.iaug.org is the official discussion forum for Avaya product users.

SupportGo to the Avaya Support website at https://support.avaya.com for the most up-to-datedocumentation, product notices, and knowledge articles. You can also search for release notes,downloads, and resolutions to issues. Use the online service request system to create a service

Resources


http://www.youtube.com/AvayaMentor

https://www.avaya.com/

https://sales.avaya.com/

https://ipofficekb.avaya.com

https://support.avaya.com/

mailto:[email protected]

https://www.iaug.org



request. Chat with live agents to get answers to questions, or request an agent to connect you to asupport team if an issue requires additional expertise.

Using the Avaya InSite Knowledge BaseThe Avaya InSite Knowledge Base is a web-based search engine that provides:

• Up-to-date troubleshooting procedures and technical tips

• Information about service packs

• Access to customer and technical documentation

• Information about training and certification programs

• Links to other pertinent information

If you are an authorized Avaya Partner or a current Avaya customer with a support contract, youcan access the Knowledge Base without extra cost. You must have a login account and a validSold-To number.

Use the Avaya InSite Knowledge Base for any potential solutions to problems.

1. Go to http://www.avaya.com/support.2. Log on to the Avaya website with a valid Avaya user ID and password.

The system displays the Avaya Support page.3. Click Support by Product > Product-specific Support.4. In Enter Product Name, enter the product, and press Enter.

5. Select the product from the list, and select a release.6. Click the Technical Solutions tab to see articles.7. Select relevant articles.

Accessing Avaya DevConnect Application NotesThe Avaya DevConnect program conducts testing with service providers to establish compatibilitywith Avaya products.

Procedure1. Go to http://www.devconnectprogram.com/site/global/compliance_testing/

application_notes/index.gsp.

2. Sign in or register.

3. Click a timeframe to search within.

A list of all the application notes for that timeframe appears.

4. In the Search field, type IP Office and press Enter.

Support


http://www.avaya.com/support

http://www.devconnectprogram.com/site/global/compliance_testing/application_notes/index.gsp

http://www.devconnectprogram.com/site/global/compliance_testing/application_notes/index.gsp


A list of relevant Application Notes appear.

Resources



Glossary list

Automatic RouteSelection

A feature of some telephone systems in which the system automaticallychooses the most cost-effective way to send a toll call.

Busy Hour CallCompletions

A measure of dynamic traffic calls that can be completed in an averagebusy hour.

CommunicationManager

A key component of Avaya Aura®. It delivers rich voice and videocapabilities and provides a resilient, distributed network for mediagateways and analog, digital, and IP-based communication devices. Itincludes advanced mobility features, built-in conference calling, contactcenter applications and E911 capabilities.

Computer SupportedTelecommunicationsApplication (CSTA)

A standard interface for Computer Telephony Integration (CTI)applications, such as voice mail and auto-attendant, to interact withtelephony equipment.

DigitalCommunicationsProtocol

A proprietary protocol that is used to transmit both digitized voice anddigitized data over the same communications link. A DigitalCommunications Protocol (DCP) link consists of two 64-kbps information(I) channels, and one 8-kbps signaling (S) channel. The DCP protocolsupports two information-bearing channels and two telephones or datamodules.

Directory EnabledManagement

An interface that uses Avaya Directory Server to facilitate administrationof Modular Messaging from a centralized location.

DistributedCommunicationsSystem

A proprietary inter-networking protocol from Avaya with which you canconfigure two or more Avaya-based private communication networks tooperate as one, large network.

Domain NameSystem (DNS)

An Internet Engineering Task Force (IETF) standard for ASCII strings torepresent IP addresses. The DNS is a distributed internal directoryservice used mostly to translate between domain names and IPaddresses. Avaya 9600 Series IP Telephones can use DNS to resolvenames into IP addresses. In DHCP, TFTP, and HTTP files, DNS namescan be used whenever IP addresses are available as long as a valid DNSserver is identified first.



Dynamic DataExchange (DDE)

An interprocess communication (IPC) method.

Dynamic HostConfigurationProtocol (DHCP)

An Internet Engineering Task Force (IETF) protocol used to automate IPaddress allocation and management.

Ethernet RoutingSwitch (ERS)

The Avaya stackable chassis system that provides high-performance,convergence-ready, secure, and resilient Ethernet switching connectivity.

Expansion Interface A port circuit pack in a port network (PN) that provides the interfacebetween a time-division multiplex (TDM) bus or a packet bus on the PNand a fiber-optic link. Expansion interface (EI) carries circuit-switcheddata, packet-switched data, network control, timing control, and digitalsignal-1 (DS1) control. EI in an expansion port network (EPN) alsocommunicates with the master maintenance circuit pack to provide theenvironmental status and the alarm status of the EPN to the switchprocessing element (SPE).

Expansion portnetwork

In Intuity Audix Server configurations, a port network (PN) that isconnected to the time-division multiplex (TDM) bus and the packet bus ofa processor port network (PPN). Control is achieved by indirectconnection of the EPN to the PPN by way of a port network link (PNL).

Extension to Cellularaccess number

The phone number dialed to connect to the Avaya server that is runningCommunication Manager. The Extension to Cellular access numberinitiates the process of enabling or disabling Extension to Cellular orchanging the station security code.

FederalCommunicationsCommission (FCC)

A United States federal agency that regulates communications such aswire-line communications and the Internet.

Global TechnicalServices

An Avaya team that answers customer calls about products in AvayaIntegrated Management.

Internet Protocol A connectionless protocol that operates at Layer 3 of the Open SystemsInterconnect (OSI) model. Internet Protocol (IP) is used for Internetaddressing and routing packets over multiple networks to a finaldestination. IP works in conjunction with Transmission Control Protocol(TCP), and is identified as TCP/IP.

Local SurvivableProcessor

A configuration of the S8300 media server in which the server acts as analternate server or gatekeeper for IP entities such as IP telephones andG700 media gateways. These IP entities use the Local SurvivableProcessor (LSP) when the IP entities lose connectivity with the primaryserver.

Glossary list



Media gateway An application-enabling hardware element that is part of a family of suchelements. This family includes intra-switch connectivity, control interfaces,port interfaces, and cabinets. Avaya media gateways support both bearertraffic and signaling traffic that is routed between packet-switchednetworks and circuit-switched networks to deliver data, voice, fax, andmessaging capabilities. Media gateways provide protocol conversion,such as IP to ATM to TDM, conferencing, presence, such as on-hook oroff-hook, connectivity to private networks and public networks, such as IP,ATM, TDM, and networking, such as QSIG, DCS, ISDN. Media gatewayssupport optional form factors.

Network AddressPort Translation

A network routing technique. Network Address Port Translation (NAPT) isused to access systems on the same subnet as an IP Office.

Network RoutingPolicy

An application for centrally managing SIP routing for Session Managerinstances. A routing policy describes how a call is routed: where it comesfrom, where it's going, what its dial pattern is, what time of day it is routed,and its cost for a particular route.

OFCOM The United Kingdom Office of Communication for the regulation oftelecommunications.

Product InformationPresentation System

The Product Information Presentation System (PIPS) reports provide datafrom the Product Information Expert (PIE), a data mining tool that extractsAvaya customer switch and adjunct configuration information and stores itin a database.

Product Licensingand Delivery System(PLDS)

The Avaya licensing and download website and management system.Avaya Business Partners and customers use this site to obtain ISO imagefiles and other software downloads.

Public SwitchedTelephone Network(PSTN)

A telephone network that includes many communication technologiessuch as microwave transmission, satellites, and undersea cables.

Remote FeatureActivation

A Web-based Avaya application to remotely activate features andincrease capacities on the system of a customer by delivering a newlicense file.

System Manager A common management framework for Avaya Aura® that providescentralized management functions for provisioning and administration toreduce management complexity. System Manager can also function as aself-signed Root Certificate Authority (CA) or as an intermediate CA.System Manager enables the Simple Certificate Enrollment Protocol(SCEP) application to sign certificates for Avaya deskphones.

System StatusApplication

An IP Office application that shows the status of things such as outgoingcalls.

Media gateway



Telecommuter The configuration where Communication Manager establishes the voiceconnection to a circuit-switched telephone. Requires two connections: aTCP/IP connection for signaling control and a circuit-switched connectionfor voice.

TelephonyApplication ProgramInterface (TAPI)

A Microsoft® Windows API that enables computers running Windows touse telephony services. TAPI is used for data, FAX, and voicecommunications. Applications can use TAPI to control telephonyfunctions, such as dial, answer, and hang up.

Telephony ServiceProvider Interface(TSPI)

A Microsoft-defined interface to the telephony service provider (TSP).Microsoft® Windows comes with an H.323 TSP, an IP conference TSP, akernel-mode device driver TSP, and a unimodem TSP.

Glossary list



Index

Aabsence text ........................................................................ 31account codes ................................................................43, 46Acquire Call ......................................................................... 44addressing

Domain Name Service ..................................................86Administrator ........................................................................92agent login ........................................................................... 45alerting ................................................................................. 90allocated .............................................................................. 86Alternate Route Selection .............................................. 41, 79announcements ................................................................... 50Announcements ...................................................................52Applicable ............................................................................ 92application notes ................................................................131ARS ............................................................................... 41, 79asr ........................................................................................19assign call on agent answer ................................................ 51assigning calls ..................................................................... 51authorization codes ..............................................................46Auto Connect ....................................................................... 80auto-attendant ......................................................................19automatic callback ............................................................... 24automatic speech recognition .............................................. 19Avaya Communicator ...........................................................19Avaya Contact Center Select

overview ......................................................................118Avaya support website .......................................................130Avaya Workplace for IP Office ........................................... 101

BBase .....................................................................................87Base Unit ............................................................................. 87Basic Rate ..................................................................... 85, 87BLF ...................................................................................... 97blind transfers ...................................................................... 29bridged appearance buttons .......................................... 94, 95busy lamp field .....................................................................97button module

Vantage .........................................................................19buttons ................................................................................. 97

Ccall appearance buttons .......................................................94call barring ............................................................... 40, 46, 47call costing ........................................................................... 43call coverage buttons .....................................................94, 95call handling

outbound calls .............................................................. 46call history ............................................................................90

call intrude ........................................................................... 33call logs ................................................................................43call redirection ......................................................................57call screening .......................................................................25Call Steal ............................................................................. 44call tagging ...........................................................................33call waiting ..................................................................... 28, 33callback ..........................................................................24, 80Callback Control Protocol .................................................... 80caller ID ................................................................................91Calling Number Verification ................................................. 19calls

acquiring ....................................................................... 44barring .......................................................................... 46forwarding .....................................................................25inbound directory name display ....................................55incoming routing ........................................................... 48monitoring .....................................................................45

CBCP ...................................................................................80CDRs ................................................................................... 46Central Office .......................................................................86centralized licensing ...........................................................115centralized management ....................................................115Centralized Media Manager .................................................19Centralized Personal Directory ............................................ 91centralized telephony ...........................................................62CHAP ...................................................................................88Citrix .....................................................................................19Clock ....................................................................................87cloud .................................................................................... 53

authorization ................................................................. 53CMM .................................................................................... 19codec

Opus ............................................................................. 19Communication Manager ...................................................116Communicator ..................................................................... 19compression ........................................................................ 60Conference Bridge ...............................................................82conference calls ...................................................................34conference join .................................................................... 35conferencing ........................................................................ 57contact center .....................................................................117Control Protocol ................................................................... 80coverage to operator ......................................................26, 40CP ........................................................................................80customer operations manager ........................................... 112

DD200 .................................................................................... 19Data Call .............................................................................. 82DDI .......................................................................................41DECT D200 ......................................................................... 19



default numbering ................................................................ 41delayed dial on pickup ......................................................... 36DevConnect ....................................................................... 131DHCP .............................................................................86, 88DHCP Server ....................................................................... 86dial emergency .................................................................... 40dial out privileges ................................................................. 42dial plan ............................................................................... 41Dial-Up Circuit Support ........................................................ 85dialing in ...............................................................................88DID .......................................................................................41Direct Inward Dialing ............................................................41Direct Media .........................................................................19direct media path ................................................................. 54Directory

LDAP V3 .......................................................................19directory name display .........................................................55distinctive ringing ................................................................. 24DND ............................................................................... 36, 41DNS ..................................................................................... 86do not disturb ....................................................................... 36Domain ................................................................................ 86Domain Name Service .........................................................86DTMF ...................................................................................56

EE1/T1 ............................................................................. 85, 87early media .......................................................................... 54Email ....................................................................................87emergency calling ................................................................37end user applications .........................................................101Ethernet ......................................................................... 86, 87Ethernet Ports ......................................................................86Ethernet Switch ..............................................................86, 87exception list ........................................................................ 36extensions

auto-create ................................................................... 53external call lamps ............................................................... 98

FFallback Twinning ................................................................ 77fast start ............................................................................... 54fax transport .........................................................................55firewall

Small Office Edition offers ............................................ 87firewalled ..............................................................................86firewalled Layer ....................................................................86firewalls ..........................................................................80, 88follow me ..............................................................................26forced account codes ...........................................................43forward hunt group ...............................................................26forward on busy ................................................................... 27forward on no answer .......................................................... 27forward unconditional ...........................................................27forwarding calls ....................................................................25

Frame Relay .................................................................. 86, 87framed ............................................................................86, 87FTP ...................................................................................... 80

GGateway .........................................................................86, 87

HHandset ......................................................................... 82, 92headset ................................................................................ 37hold .......................................................................... 27, 28, 37Hold ..................................................................................... 86hold music ............................................................................44hook ..................................................................................... 37Hook .................................................................................... 92Hook Dialing ........................................................................ 92hosted call recording ............................................................19hot desking .......................................................................... 71hotline .................................................................................. 36Hunt Group Calls ................................................................. 82Hunt Group Enable/Disable ................................................. 37hunt groups ..........................................................................50

announcements ............................................................ 50Night Service mode ...................................................... 51overflow groups ............................................................ 51

Iidle line preference .............................................................. 47incoming call routing ............................................................ 48incoming calls

ring tones ......................................................................90India toll bypass ................................................................... 39indicators

busy .............................................................................. 97InSite Knowledge Base ......................................................131Integral 10/100 Mbit Layer ................................................... 87internet access .....................................................................81Internet Access .................................................................... 82internet access restrictions .................................................. 49intrude ............................................................................33, 37IP Office applications

contact center applications ......................................... 117installation and administration applications ................ 108user applications .........................................................101

IP Office editions ..................................................................12IP Phones ............................................................................ 92IP412 ............................................................................. 86, 87IP500 ............................................................................. 86, 87ISDN .............................................................................. 85–87

Kkey and lamp operation ....................................................... 97

Index



key system mode .................................................................47keys ..................................................................................... 97

Llamps ................................................................................... 97Language .............................................................................92LCP ......................................................................................80LDAP V3 .............................................................................. 19LDAPS ................................................................................. 19Leased Line ................................................................... 85, 86

types ............................................................................. 87Leased Line Support ............................................................87Least Cost ............................................................................82Least Cost Routes ............................................................... 82least cost routing ..................................................................79licensing ............................................................................. 115line appearance buttons ...................................................... 94Link Control Protocol ........................................................... 80linked numbering ................................................................. 82Local Area Network ....................................................... 86, 88

Mmadn

buttons ..........................................................................96management ...................................................................... 115Manager .............................................................................108maximum call length ............................................................ 41MediaSec .............................................................................19message waiting .................................................................. 98message waiting lamps ....................................................... 98messaging ..................................................................... 65, 66messaging feature comparison ............................................66Microsoft Teams ...................................................................19Monitor .................................................................................92monitoring calls ....................................................................45Multiple Time Entries ........................................................... 82multisite networking ............................................................. 83music on hold .......................................................................44MWI ..................................................................................... 98

Nnetwork numbering .............................................................. 82network protocols ...............................................................123networking

multisite ........................................................................ 83SCN .............................................................................. 83

new features .................................................................. 14, 15FP1 ............................................................................... 16FP2 ............................................................................... 19

night service .........................................................................50node numbering ...................................................................82Number Verification ............................................................. 19numbering schemes ............................................................ 82

OOff-Hook Station .................................................................. 37one-X Mobile ........................................................................19one-X Portal for IP Office ...................................................104Opus codec ..........................................................................19out of service ....................................................................... 50Out of Service mode ............................................................ 51outbound call handling .........................................................47overflow groups ................................................................... 51overview .......................................................................12, 117

Avaya Contact Center Select ......................................118

Ppaging .................................................................................. 42PAI and privacy headers ......................................................56PAP ......................................................................................88park ......................................................................................28Personalized ringing ............................................................ 29phones

appearance buttons ......................................................94bridged appearance buttons .........................................95call appearance buttons ............................................... 94key and lamp operation ................................................ 97programming buttons ....................................................97

pickup .................................................................................. 38Point-to-Point ................................................................. 86, 87Point-to-Point Protocol .........................................................86PPP ......................................................................................86PRACK ................................................................................ 54private calls ..........................................................................47programmable buttons .........................................................97protocols ............................................................................ 123PSTN toll bypass ................................................................. 57Public ............................................................................. 82, 87

Qqueue threshold alert ........................................................... 52Quotas ................................................................................. 82

Rrainy day .............................................................................. 63RAS ..................................................................................... 88reclaim calls ......................................................................... 39Record

Workplace .....................................................................19redundancy .......................................................................... 63regulatory standards .......................................................... 121related documents ............................................................. 128relay ..................................................................................... 39Release 4.1 ....................................................................82, 87remote access ..................................................................... 72Remote Access ....................................................................88

Index



Remote Access Server ........................................................ 88remote hot desking .............................................................. 72remote worker ......................................................................73resource websites ..............................................................130Rest ..................................................................................... 86Restrict Network Interconnect ..............................................39RFC3329 ............................................................................. 19ring tone on transfer .............................................................30ring tones ............................................................................. 90ringback ............................................................................... 24router alleviates ................................................................... 86

SSCN ..................................................................................... 83screening calls ..................................................................... 25Self-administration ............................................................. 101Self-Administration ...............................................................92Server Edition Manager ..................................................... 109servers provide .................................................................... 86service ................................................................................. 53Session Manager ............................................................... 116SHAKEN .............................................................................. 19silence suppression ............................................................. 56simplified mobile access ...................................................... 78SIP ....................................................................................... 57SIP endpoints ...................................................................... 57SIPconnect 1.1 .................................................................... 56Small Community Network .................................................. 83SMDR .................................................................................. 43SNMP Management Console .............................................113SoftConsole ................................................................. 37, 105SOHO .................................................................................. 41Speaker button .................................................................... 92specifications

protocols ..................................................................... 123speech recognition ...............................................................19SSA .................................................................................... 111SSL/VPN ..............................................................................88standard call features .......................................................... 57STIR/SHAKEN .....................................................................19supervised transfers ............................................................ 29support ...............................................................................130survivability .......................................................................... 63SysMonitor ......................................................................... 112

TT1 .........................................................................................87telecommuters ..................................................................... 76telephones

call coverage buttons ....................................................95external call lamps ........................................................98line appearance buttons ............................................... 94

telephony ............................................................................. 62text-to-speech ...................................................................... 19Time Entries .........................................................................82

time linkingoffice ............................................................................. 86

Time Profile ..........................................................................82time profiles ......................................................................... 49toggle calls ...........................................................................28tones .................................................................................... 29training ............................................................................... 129transferable dial out privileges ............................................. 42transfers ...............................................................................29tts ......................................................................................... 19twinning ................................................................................76

Uunsecured' ........................................................................... 87unsupervised transfers ........................................................ 29user

privacy .......................................................................... 38user portal ....................................................................19, 101

VV.24 ......................................................................................87V.35 ................................................................................86, 87V24 ...................................................................................... 87V35 ...................................................................................... 87Vantage Button Module app .................................................19VDI .......................................................................................19videos ................................................................................ 129visual voice .......................................................................... 92voice compression ............................................................... 60voice mail .............................................................................65voice mail systems .............................................................116voice recording .................................................................... 32voice traffic ...........................................................................87voicemail

forwarding to .................................................................27operation .......................................................................52

Voicemail ....................................................................... 52, 82VPN ..................................................................................... 78

WWAN ...............................................................................86, 87WAN link .............................................................................. 86WAN multiplexers ................................................................ 87WAV file ............................................................................... 44web client

ip office web clientwebrtc ..................................................................105

Web Manager .....................................................................111what's new

FP1 ............................................................................... 16FP2 ............................................................................... 19

whitelist ................................................................................ 19Wide Area ............................................................................ 86

Index



Wide Area Network ..............................................................86WINS ................................................................................... 86Workplace ..........................................................................101

Record .......................................................................... 19World ....................................................................................86

XX.21 ............................................................................... 86, 87

Index



Avaya IP Office™ Platform Feature Description

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